Job Description
Qualifications:
- Graduate of any business-related course or any trade equivalent
- Minimum of 2 years related experience
- Expert knowledge in Microsoft Excel/Google Sheets essential in reports generation
- Excellent written and verbal communication
- Ability to interpret raw data into substantial reports
Excellent research and investigative techniques
Job Duties:
- Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
- Monitors site to ensure optimal staffing levels
- Adjusts intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
- Administers volume contingency action plans as deemed necessary and appropriate
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
- Facilitates real-time discussions with necessary stakeholders
- Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
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