Data & Analytics Sr. Principal Consultant
Company Name:-
NTT DATA Services
Job Location:-
Chennai, Tamil Nadu
Job Summary:-
Req ID: 116974
NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us.
If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Data & Analytics Sr.
Principal Consultant to join our team in Chennai, Tamil Nadu (IN-TN), India (IN).
Role Responsibilities: Analysis of Telecom data related to performance of call center’s productivity metrics like Calls Offered, Average Handle Time, Service Levels etc.
Remotely work with team members in other locations Support the Workforce Management with regular and ad hoc analysis of data Provide timely inputs to Leadership on performance issues, recommendations to improve performance Driving projects to improve productivity by analyzing historical performance data to identify trends (associate behavior, call volume, activities, etc.
) Assist the team in day to day execution of plans Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs Required Skills: 3+ years of experience in a high-volume call center (100+ agents, 5000+ calls per month) where you had to adapt to changing priorities on short notice and interact with a diverse workgroup in a supervisory role.
3+ years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecard/dashboards 3+ years of experience using advanced MS Excel that includes updating and creating spreadsheets, macros, formulas, tables, formatting, advanced charting, graphics and pivot tables.
Must be available to work any time between 7 AM to 5 PM US Central
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