Process developer

Maintain reports & spreadsheets for historical data, handle email queues & Call queues
Driving service levels through adjustment of staffing based on attendance and call volume
Monitoring Volume flows and agent adherence in real-time using Client provided tools
Planning the work allocation according to the inventory
Ensuring Agents meet their assigned work and actively communicate the challenges/issues
Processing all unplanned changes/adjustments to the schedule call outs and other Training/Nonproductive activities
Figuring out potential impact of changes and make necessary modifications
Figuring out causes for agent activity that deviates from the schedule, and work with supervisors to meet and exceed adherence goals
Delivering daily reporting detailing drivers for SL misses
Delivering daily Agent & process level reporting ex. Absenteeism, productivity, Incoming vs Closed volumes, closes and Incoming calls vs Answered and Abandoned etc.,
Identifying and communicating system issues affecting service levels
Figuring out need/opportunities for intraday scheduling changes removing offline activity in response to demand, or adding offline activity in response to availability
Assessing Supervisor requests for intraday scheduling changes and approve or deny based on need.
This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/ sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.
Minimum qualifications
Any graduate degree or equivalent
Relevant work experience in MIS/Reporting
Preferred skills
Attention to details
Good analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions is required
Ability to handle and coordinate multiple assignments simultaneously in a fast-paced environment required
Proficiency with MS Excel, specifically pivot tables, VLOOKUP and PowerPoint required
Ability to provide coverage during operational hours, with after-hours coverage as needed is required
Ability to develop and maintain effective communication with client and internal partners is required
Good Communication skills both written and verbal Knowledge of VBA scripting & understanding of databases and queries is must
Good hands-on experience on MS Access/ Power BI/SQL Database, Access Automation/Data Science