Summary

Role Information

Job Responsibilities: Responsible for monitoring all queues in real-time ensuring KPI goals are being met;Intraday reporting on the current day’s performance;Monitors and manages agents’ working schedule adherence and productivity, makes necessary updates;Maintains a daily/weekly tactical plan according to volumes in all lines of business;Understands the numbers in-depth, validates the data to ensure accuracy;Participates in ad-hoc projects as directed by the line manager;Acts with integrity, honesty, and knowledge that promote the company’s culture, values, and mission;Other duties are assigned to them by their superior or company managers in accordance with the position.Job Requirements: 1+ year of experience in a similar role;Experience with monitoring personnel and calculating their productivity is a plus;The Analyst must have a reasonable understanding of the Company’s business, its technical, financial and organizational structure;The Analyst must be able to communicate effectively with people at all levels both inside and outside the Company, and should have strong written and verbal communication skills;Excellent decision making skills, effective problem solving skills, as well as skills to work independently and in team;Act with integrity, initiative, perseverance, discretion, ability for respect the personal dignity and rights of each employee, interest in fintech and services and motivation to occupy the position.#LI-Onsite