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Job Description
- Communicate changes to scheduling to ensure suitable daily resource coverage.
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
- Ability to facilitate Daily Operations updates.
- Manage non-productive time request process, ensuring activities are planned without impacting SLAs
- Reports the operational violations to HR to implement the CC Code of Conduct.
- Design business analysis and data recording systems for use throughout the department.
- Maintain databases and perform updates as necessary to ensure accuracy.
- Regularly examine data reports to locate and resolve mistakes throughout.
- Accurately analyze and collect data for various types of business reports.
- Create business reports that provide insight into key data points.
- Communicate the results of data analysis in written and verbal form to managers.
- Support various departments, including marketing and sales, in reaching their goals through analysis.
- Responsible for managing and ensuring that the service level agreements for various programs are met.
- Manage the call volume, daily attendance, and program break schedules.
- Work closely with the operations team to analyze and help improve their delivery processes.
- Generate ideas for process and service improvement planning.
- Produce daily, weekly, and monthly internal reports.
- Use trends and reports to forecast requirements.
- Assist with projects and other duties as requested or assigned.
Job Requirements
- Proficiency in MS office.
- Good Business writing skills.
- Good Presentation Skills.
- Good Analytical.
- Understanding the nature of the call center industry.
- Basic knowledge of COPC Standards & Approaches.
- Good understanding of workforce management methodologies.
- Organizing and Time Management
- Good Communication Skills
- Initiative
- Attention to Details
- Ability to handle multiple tasks.
- Ability to handle ambiguity and change Problem Solving.
- Analytical Skills Educational Background.
- Bachelor’s Degree.
