Sarfaraj Alam

Real time Analyst at Concentrix - India

• India - Gurgaon
• My current job since May 2017

• Communicating with the Operations and Client team in various chat rooms.
• Sharing program specific updates with operations (i.e. Code status, Volume
increase, planned outages etc.)
• Responsible for preparing daily, weekly and monthly client/internal reports.
• Preparation of weekly performance / KPI reports and maintaining performance
dashboards
• Preparing ad-hoc reports & analysis for management reporting and needs
• Assisting in automating reports by designing macros
• Preparing Monthly performance data for incentives for Operations
• Data extract and data upload from the client system to the CNX side
• Optimize use of tools/technology & to improve efficiency and effectiveness of
the organization
• Supporting key strategic projects involving Data mining & Analytics
• Resolve escalated issues and requests from the account management
• Real Time Monitoring from Avaya CMS and IEX (Long calls, Shrinkages,
Accessibility, Occupancy, Abandoned calls, Call Offered and Call Answered, Out
of adherence, Service Level etc).
• Managing Intraday KPI’s targets for each Lob.
• Skill change management.
• Daily Calls with operations to plan strategy for the day and Month.
• To handle all Tool Downtime or Scheduled Outages as per the guidelines.
• To open Client Ticket and provide required information to the client.
• Page Leadership if we are missing the main KPI’s.