Relationship Analyst supporting business development activities within a prestigious investment firm. Centralized coordination with clients and internal stakeholders in Zurich, Switzerland.
About the role
- Real Time Analyst monitoring contact volume traffic to identify performance exceptions at TDCX. Collaborating with teams to execute system modifications and manage operational performance.
Responsibilities
- Provide support, through the use of technology and tools in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term and longer term attention.
- In collaboration with the Technology, Operations, and Management team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time, volume, absenteeism, etc.)
- Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence
- Ensure in collaboration with WFM/Schedulers, accurate and timely agent schedules.
- Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets
- Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.
Requirements
- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
- Preferable with 2 years of working experience in the related field is required for this position.
- Knowledge in any Work Force Management Software is an advantage;
- Ability to perform statistical analysis and produce analytical and informative reports
- Must have initiative, drive and work independently with minimum supervision and a good team player.
- Excellent verbal and written communication skills in English and the language of supporting market.
Benefits
- Attractive remuneration and great perks
- Comprehensive medical, insurance, and social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive work culture that enables your future
- Easy-to-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field
Job title
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Experience level
Salary
Not specified
Degree requirement
Location requirements
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