FIS Global Hiring for Call Center Operations Analyst I at Gurugram, India Full Time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor’s Degree

Travel Percentage :

0%

GENERAL DUTIES & RESPONSIBILITIES• Extracts data from large scale databases or information systems to create custom datasets or models.• Merges, transforms, manipulates and creates datasets into required format for analysis.• Analyzes and summarizes data into graphs, charts, plots and reports for management use in support of call center operational and business objectives.• Develops simulations or models of long-term call volumes, call traffic, traffic flow, financial impacts, problems and/or issues within the call center’s operations.• Analyzes information obtained from models or simulations to track operational metrics and forecast long-term call volumes and contact rates, learning curves, training needs, and/or to define operational problems and provide proposals for solutions. Creates capacity plans, staffing/FTE forecasts, pricing scenarios and other analyses required by management.• Provides recommendations for improvement and written documentation that relates to analysis of data.• Researches data anomalies and issues.• Prepares reports of findings for management to facilitate decision-making.• Creates tables, figures, listings or other references for use in reports and presentations of analysis.• Tests and validates statistical and financial models to ensure accuracy and validity.• Works across multiple call center teams to ensure successful implementation of solutions to operational problems.• Assists in the development of business operations processes and procedures.• May provide guidance and/or mentoring to less experienced Customer Service Representatives.

Require Knowledge on CMS and Avaya• Other related duties assigned as needed.EDUCATION REQUIREMENTSBachelor’s degree in mathematics, finance, business, computer science or statistics or the equivalent combination of education, training, or work experience.GENERAL KNOWLEDGE, SKILLS & ABILITIES• Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries• Knowledgeable of descriptive statistics, inferential statistics, and statistical programming packages, e.g., SAS, SPSS• Strong computer skills including advanced features of MS Excel, Word and Access• Excellent verbal and written communication skills• Strong interpersonal and relationship management skills• Ability to work productively in a fast-paced call center environment• Ability to communicate effectively with associates and all levels of management• Multi-task and detail-oriented with ability to work with little supervision• Ability to work within deadlines and strict timeframes• Strong analytical and problem-solving skills• Excellent time management skillsFIS JOB LEVEL DESCRIPTIONEntry level professional individual contributor role. Works on problems of limited scope, following standard practices and procedures with detailed instruction on new work.

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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