Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Analyze contact volume patterns by campaigns, contact groups, queues, and associates’ skill sets.
- Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat, and future additional channels.
- Utilize/ initiate workforce management software to forecast contact volume and Customer Experience teams scheduling.
- Communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
- Ensure schedules are generated timely to maximize the effective allocation of resources.
- Analyze workload, vacation and absence records, training, meeting and coaching schedules.
Job Requirements
- Work experience should be at least 1+ years in the abovementioned industries.
- Advanced Excel and data visualization skills.
- Have a good understanding of Customer satisfaction concepts and metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), contact center service levels.
