Duties and Responsibilities May Include:
Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
Monitors site to ensure optimal staffing levels.
Adjust intradrecasts derivom 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 and staffing contingency action plans as deemed necessary and appropriate.
Runs and analyzes reports with the result of making recommendatior 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 reasor forecast variance and recommends changes to enhanrecast accuracy and effectiveness.
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
Ensures that all reports originatiom the department are accurateand reliable.
Helps with the integration and implementation of new call center technologies.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Transferable Skills:
Strong organizational skills
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
Ability to communicate call center data/forecasts to all levels of employees in an understandabshion.
Ability to work independently with mínimal supervisión.
Capability of problem solving
Qualifications:
Post-Secondary studies desired with mathematical or statistical course work.
Minimum of one () year of WFM Importante empresa in a multi-channel call center environment
Minimum of one () years of Importante empresa in trend analysis