Qualifications:
- 1-3 years of experience in the same capacity
- Strong data analytics and creation of reports
- must be able to speak, write, read Japanese
- Experience in automating task/reports that are manual to reduce cycle time and defects.
- Proficient user of Excel and understanding call center statistics a must.
- Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.
- Experience in developing dashboards, and understandable reports and useful visualization.
- Flexible schedule and excellent attendance record
- Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)
- Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating agent activity on multiple lines of business through phone, chat or email.
- Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
- Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations.
- Follow appropriate procedures.
- Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
- Recommend procedural and operational guideline changes to improve communications and operational efficiency.
- Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
- Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company�s financial goals (efficiencies) are met (IMPORTANT).
- Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
- Planning and scheduling off-phone events.
- Maintain confidentiality relative to organizational strategies, objectives, and practices