Careers At HGS

Work Force Analyst

Job Code : HGS/9

Job Description

HGS is looking for a driven customer service professional to join us as a Work Force Analyst, to schedule our brand advocates to handle call volumes appropriately. At HGS, we have a work environment that ensures every employee realises their true potential and achieves success in their career. If you are a motivated individual with an entrepreneurial spirit, we want you on our team!

As a Work Force Analyst, you will:

·         Cater to the needs of the client in a 24/7 work environment

·         Watch the line of forecasted calls and schedule Brand Advocates to handle call volumes appropriately

·         Maintain and distribute brand advocate schedules

·         Act on real time performance information and communicate this with the team effectively

·         Ensure Service Levels and AHT feeds are monitored during all hours of operation and real-time actions are taken to meet client goals

·         Work with Team Leaders to ensure adequate floor coverage during operating hours

·         Monitor break and lunch schedules, tardiness and/or early departures to ensure staffing levels and compliance

·         Administer attendance policy and work with the Operations Manager to ensure compliance with disciplinary codes

·         Report hourly, daily, weekly, monthly data for KPIs and other metrics

·         Contribute to team efforts by accomplishing related results as required

·         Maintain a high level of confidentiality around business strategies and practices


Our ideal professionals have:

·         Education: Certificate in Management or equivalent discipline

·         Experience: Minimum one year’s experience in contact centre environment preferred. Experience in similar capacity would be an asset.

·         Analytical Skills: Excellent aptitude to quickly and efficiently solve problems, answer questions based on current information, and escalate information as necessary

·         Communication Skills: Strong inter-personal skills with excellent command over oral and written communication

·         Technical Skills: Proficiency in Windows and MS Excel

·         Excellent attendance and adherence records meeting the required standards for ≥ 92% of times

 Working with HGS:

The culture of growth, learning, support and mentorship, compassion, and dynamism are the pillars of every employee’s life at HGS. In all our 70+ delivery centres, the atmosphere buzzes with the high energy levels of our people, who are raring to achieve both individual and organizational goals. To enable our employees to realise their true potential at the workplace, some of the benefits we offer are:

·         Competitive salaries and incentives

·         Subsidized lunch options

·         Health insurance

·         Company-paid life insurance

·         Regular employee engagement activities

·         Training and development opportunities for the next level

 Apply now to join us as a work force analyst, and we’ll see you on the floor soon!

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