Senior Analyst - Billing/Invoicing Lead to cash

• Real-Time Monitoring: Continuously monitor call queues, agent status, and overall contact center performance to ensure adherence to SLAs.

• Intraday Management: Manage intraday staffing levels, making adjustments to schedules and reallocating resources as necessary to meet demand.

• Design, develop, and maintain interactive dashboards using Looker Studio and SQL, PLX Script Dashboard Studio.

• Develop advanced dashboards using PLX scripting for complex analytics use cases.

• Perform data modelling and database design to support analytics and reporting requirements.

• Write, optimize, and maintain complex SQL queries for large and complex datasets.

• Implement query performance tuning and optimization best practices.

• Performance Reporting: Generate and analyze reports on contact center performance, including call volume, average handling time (AHT), and service levels.

• Incident Management: Identify and address any operational issues in real-time, such as system outages or unexpected spikes in call volume.

• Communication: Serve as the primary point of contact for real-time operational updates, communicating with supervisors, managers, and other stakeholders as needed.

• Workforce Optimization: Collaborate with the workforce management team to develop and implement strategies for improving contact center efficiency and performance.

• Adherence Management: Monitor agent adherence to schedules and take corrective actions when deviations occur.

• Training and Support: Provide guidance and support to agents and supervisors on real-time management tools and processes.

• Education: Bachelor's degree in Business Administration, Management, or a related field is preferred like B.Tech .

• Experience: 0-2 years of experience in a SQL management , script writing and looker studio, with a focus on workforce management or real-time analysis.

• Other Domain experience along with excel knowledge will also work.

• Technical Skills: Proficiency in workforce management software (such as NICE, Verint, or Aspect) and strong knowledge of Microsoft Excel.

• Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions.

• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.

• Problem-Solving Skills: Strong critical thinking and problem-solving abilities, with a proactive approach to addressing operational issues.

• Flexibility: Willingness to work in a fast-paced environment and adapt to changing priorities and demands.

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• Attention to Detail: Meticulous in monitoring real-time data and ensuring accuracy in reporting.

• Time Management: Efficiently manage time and prioritize tasks to meet operational demands.

• Team Collaboration: Work effectively with cross-functional teams to achieve common goals.

• Customer Focus: Commitment to delivering high-quality service and ensuring customer satisfaction.

• Resilience: Ability to remain calm and composed under pressure, maintaining a positive attitude in challenging situations.

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