Responsible for analysis and management of inbound contact center project, it includesForecasting (Based on past trends and current situation as well as seasons).Utilization (Average handle time, occupancy, shrinkage).Meeting SLA (immediate response %age/within defined %age or outside the criteria).Defining KPI (for agents as well as Supervisor)Defining Targets (Sales targets for team, KPIs, SLA).Payroll (combination of basic salary + KPI + sales commission + adherence etc).Marketing analysis (CPC, hourly calls trend, quality of calls, cost of calls).Productivity analysis (Hourly, Weekly, Monthly, Yearly).Revenue Analysis (Weekly, Monthly, yearly).Revenue forecasting (based on historical data, seasons as well as current situation).Attendance (Absence, Tardy, Attrition).and many more as per business need.MS Excel, Power-BI and SQL tools for analysis and data.

Developing technical solutions to the business problems by gathering information from available data as well as research on external data.
Critics thinking on the improvements of weak business areas.
Finding out positive and negative trends critically, and build quick understanding on seasonal phase.
Shares recommendation with higher management.
Very comfortable in making Analytical reports.

Performing duties of of Business Analysis of a Call Center Project. Analysis includes, productivity, utilization, business trend, finance, critical thinking, problem solving, and reconciliation etc. Please see my CV for complete description.

Description according to designation:
Performed duties of compilation of results, analysis of results, queries of the students etc.
Additional duties as examination department InCharge:
Supervision of examination team, provides solution to the problem, assigning duties of invigilation staff for the conduct of examination and get prepared stuff regarding conduct of examination.