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Job Description
- Develop and maintain forecasting models, accounting for trends and seasonality in contact ratios/drivers highlighting issues and working towards SLAs.
- Track the impact and forecast against operational changes.
- Forecast models providing visibility of staffing and business need demands.
- Daily and weekly tracking and reporting against current and scaling.
- Review capacity planning and provide recommendations.
- Work closely with real-time specialties to monitor overall contact center operations performance.
- Staff engagement and satisfaction driving work-life balance.
- Manage and monitor contact center computer-related activities (New accounts – software and hardware issues – etc…).
- Manage the design and development of contact center reports from a view of the contact center overall
- Performance management (Agents – Queue – dashboards and governance reports).
- Ensures all SEOUDI Super Market policies and procedures are executed in a positive manner.
Job Requirements
- 2+ years of related seniority experience in Workforce management - call center industry.
- Excellent understanding the nature of the call center industry.
- Experience developing and implementing enterprise-scale reports and dashboards.
- Must have budgetary knowledge.
- Must have experience in community based organization compliance.
- Proficiency in Microsoft office software.
- Very strong analytical, communication and presentation skills.
