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Job Description
Skill-Lync is an exhaustive platform to re-engineer engineering education. The last 2 decades have seen an increasing disconnect between industry and academia - this has resulted in academia not meeting industry standards and thereby students becoming unemployable. Skill-Lync is a Y-Combinator (2019) start-up that is solving this problem at scale leveraging technology and an ecosystem of industry experts, engineer-trainers, and offline centers.
- Daily real-time monitoring of service levels for all queues at all sites.
- Oversee agent performance from all teams at all sites.
- Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.
- Communicate changes to incoming contact patterns to operations and the broader WFM team/stakeholders.
- Real-time communication with the WFM team and operations when changes need to be made.
- Support changes by working with Reports team to create accurate dashboards
- Update and send reports related to the performance of each team, including but not limited to shrinkage, occupancy, Operational Performance and Funnel/Growth.
- Build and maintain strong relationships with key stakeholders from all sites to ensure objectives are met.
- Review Tickets and tasks assigned to the Reporting/Ops related team that require real-time assistance to different stakeholders.
- Review and process Admin requests in real-time.
- Provide assistance to the WFM team as needed. (For Capacity planning)
- 1+ years of experience in a contact center environment.
- 1+ years previous experience in a Workforce Management role as a RTA or Analyst.
- Proven experience with creating and maintaining Business /Operations daily performance reports and Insight Analysis
- Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
- Decision making and complex problem-solving skills.
- Flexible schedule, including nights and weekends as needed.
- Advanced Microsoft Excel skills.
- Ability to prioritize and meet tight deadlines.
- Analytical with attention to detail.
- Ability to maintain composure in critical situations and communicate clearly with stakeholders.
- Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions.
Proven ability to build relationships quickly. Preferred- running SQL Query to extract data and create intelligent reports for Insights Preferred – Python programming doing descriptive and predictive Analytic
We are taking over the world of Engineering, and to do so, we are looking for great candidates who are willing to push the boundaries and help us solve problems at scale with solutions that have lasting impact.
Skills
OperationsExcelPythonIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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