Responsible for Performance Analysis, reporting development, tracking, documenting and communicating agent activity and performance on multiple lines of business through phone, chat or email.
Ensuring schedules are rotated and maintaining capacity plan.
Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
Recommend procedural and operational guideline changes to improve communications and operational efficiency.
Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
Analyzing real-time volume trends and make adjustments to staffing to ensure service levels as well as company financial goals.
Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
Planning and scheduling off-phone events.
Maintain confidentiality relative to organizational strategies, objectives, and practices
Skills:
2 - 3 years experience in Workforce Management Department
Strong data analytics and creation of reports
Experience in automating task/reports that are manual to reduce cycle time and defects.
Proficient user of Excel and understanding call center statistics a must.
Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.
Experience in developing dashboards, and understandable reports and useful visualization.
Flexible schedule and excellent attendance record
Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift, weekends and holidays)
