AxisPhone:WFM Analyst

Axis Phones engages with Axis Banks customers and prospects, virtually, through the inbound contact center to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell. Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities. Keeps a check on any malpractices and defines actions basis severity of incidents. The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

Key Responsibilities

- Managing information and reporting systems for AxisPhone,

- Conducting periodic data extraction and publishing of Management Information System (MIS) reports from various applications / database used by AxisPhone,

- Providing intelligent analysis by using all available and relevant data,

- Ensuring data integrity according to information security and integrity policies,

- Generating and maintaining documentation of existing reports or MIS,

- Ensuring that all reports are submitted in a timely manner with complete and accurate information - as and when required by the business,

- Managing the queue of interactions in partnership with Supervisors by relaying real-time concerns on ALIX talk time adherence.

- Coming up with action plans to implement on the floor to address real-time issues and concerns on Service Level Agreements (SLAs),

- Analyzing schedules to ensure optimal results are gained,

- Understanding various Real-Time Analysis (RTA) related reports published and leveraging them for better monitoring and unit productivity,

- Determining short-term, medium-term, and long-term headcount and staffing requirements,

- Proactively coming up with solutions to any schedule concerns that come up and creating a communication process to ensure that any changes made are clear to the floor and are followed appropriately,

- Continuously working with operations to ensure that administrative tasks are minimized and centralized reporting is used across all locations,

- Ensuring Tele Success Factor (TSF) management with appropriate planning with the WorkForce Management (WFM) team,

- Publishing support plans in coordination with AxisPhone teams pan India,

- Managing shrinkage utilization at less than 20% for the unit,

- Generating and analyzing performance data, defining problems, collecting data, establishing facts, drawing valid conclusions, and recommending action plans to the management,

- - Monitoring - on a daily basis - TAT, Service Level, Schedule Adherence, Attendance, Break Exceeds, Late Logins, Extended Aux, Queues, Interaction Volumes, High After Call Work (ACW).

Optimal qualification for success on the job is:

Graduate or Post-graduate from a recognized institution

7-10 years of relevant experience

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