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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
- Create business reports that provide insight into key data points.
- Communicate the results of data analysis in written and verbal form to managers.
- 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.
- Assist with projects and other duties as requested or assigned.
Job Requirements
- Proficiency in MS office software.
- 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.
