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Job Description
- Work directly with the clients’ Requirements and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.
- Monitor and ensure agents’ adherence to the schedule and breaks.
- Create scheduling matrices that ensure achievement of service level, schedule adherence, and other financially impacting goals, using projections and/or historical information.
- Calculate the absence rate.
- Check on the Skill Group status, take the necessary action if needed.
- Check the telephone system status and report call errors.
- Send and/or update agents’ schedules.
- Prepare internal reports and analyses.
- Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real-time to ensure optimal productivity and efficiency.
- Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
- Continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources.
Job Requirements
- Very good to excellent English.
- Males & Females.
- Good communication skills.
- Documentation skills.
- Good Problem Solving.
- Good Analytical Skills.
- Very Good knowledge of MS office (Excel).