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nishrin23
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- Last Login : 2021-02-20
- Member Since : 2021-02-20
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Description
Sutherland
Real Time Analyst
2008/10～
I have been reporting using Avaya CMS, IEX NICE, eWFM tools, Salesforce, Purecloud, ICBM, Microsoft Excel and other CRMs. Monitors queue spike and Aux usage of consultants, ensuring that the queue is well-managed by relaying real-time concerns on Aux/Talk time abuse to Team Managers/Floor Managers. Monitors real time schedule adherence and reports non compliance. Sending interval reports, shrinkage updates, EOD & weekly reports. Doing call-outs, addressing them directly to an SD POC especially in addressing AHT concerns.
