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Job Description
- 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 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.
- Ensures that all reports originating from the department are accurate and 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.
Job Requirements
- Fluent English
- Experience in Customer Support Operations
- Strong Analytical Skills
- Strong Communication Skills
- Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
- Professional verbal and written communication skills
- Ability to handle multiple tasks at a time and meet deadlines
- Technical expertise with spreadsheets
- Proficient PC skills
- Must be self-motivated, detail-oriented, have the ability to accurately gather and document statistics
- Must be effective and efficient working in a team environment
