Her guys,
Can you help me out here? I can't find the correct NOC code for my job. I have already left Canada and applied but my first application was rejected since my interpretation of the NOC code did not match the job description. Please help!
During the period of January 25, 2010 and February 27, 2012 Kshatriya was employed as a Real Time Workforce Analyst at Arvato Digital Services in Kitchener, Ontario.
As a Real Time Analyst Kshatriya was responsible in helping to ensure customers contacting our center would reach a qualified representative within the predefined Service level Agreements.
This was accomplished through;
Monitor RTA (Real Time Adherence) Application and generate reports for Operations team indicating agents who are not in adherence with their official schedules. Distribute daily reports of adherence offenders.
Day-to-day maintenance of eWFM tool. Ensure that agents’ official schedules, staff assignments, and team assignments are accurate. Ensure that when agents do not work their official schedule (due to sick day, vacation day, etc.) that the exceptions are tracked accurately in eWFM.
Monitor attendance lines for all business groups and update daily reports as outlined for each staff group.
Monitor all business queues using the Aspect Director.
Monitors the agent statistics to ensure the agent thresholds are within acceptable.
Takes corrective action as appropriate to ensure that scheduling standards are being adhered to.
Monitor agent adherence using Aspect Real Time Adherence and Radio call outs
Other duties included;
· Generation of team meeting schedules, and assisting in the generation of training schedules as required.
· Assorted data entry duties or tracking of call data as required by each staff group.
· Updating and import or agent data for the Balanced Scorecard application.
· General reporting and basic report generation
· Other duties as assigned
Knowledge, Skills and Abilities:
· Ability to multitask, prioritize and meet deadlines.
· Excellent written and verbal communication skills.
· Ability to function in a team environment, providing the necessary support and assistance for all members of each account team (Supervisors, Lead Agents, training etc.)
· Must be available to work rotating schedule including nights and weekends
· Intermediate proficiency with Microsoft Office applications, specifically excel.
Can you help me out here? I can't find the correct NOC code for my job. I have already left Canada and applied but my first application was rejected since my interpretation of the NOC code did not match the job description. Please help!
During the period of January 25, 2010 and February 27, 2012 Kshatriya was employed as a Real Time Workforce Analyst at Arvato Digital Services in Kitchener, Ontario.
As a Real Time Analyst Kshatriya was responsible in helping to ensure customers contacting our center would reach a qualified representative within the predefined Service level Agreements.
This was accomplished through;
Monitor RTA (Real Time Adherence) Application and generate reports for Operations team indicating agents who are not in adherence with their official schedules. Distribute daily reports of adherence offenders.
Day-to-day maintenance of eWFM tool. Ensure that agents’ official schedules, staff assignments, and team assignments are accurate. Ensure that when agents do not work their official schedule (due to sick day, vacation day, etc.) that the exceptions are tracked accurately in eWFM.
Monitor attendance lines for all business groups and update daily reports as outlined for each staff group.
Monitor all business queues using the Aspect Director.
Monitors the agent statistics to ensure the agent thresholds are within acceptable.
Takes corrective action as appropriate to ensure that scheduling standards are being adhered to.
Monitor agent adherence using Aspect Real Time Adherence and Radio call outs
Other duties included;
· Generation of team meeting schedules, and assisting in the generation of training schedules as required.
· Assorted data entry duties or tracking of call data as required by each staff group.
· Updating and import or agent data for the Balanced Scorecard application.
· General reporting and basic report generation
· Other duties as assigned
Knowledge, Skills and Abilities:
· Ability to multitask, prioritize and meet deadlines.
· Excellent written and verbal communication skills.
· Ability to function in a team environment, providing the necessary support and assistance for all members of each account team (Supervisors, Lead Agents, training etc.)
· Must be available to work rotating schedule including nights and weekends
· Intermediate proficiency with Microsoft Office applications, specifically excel.