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216 Jobs

 
 
Via: trcstaffing.com Apply / More Info
 
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JOB SUMMARY:

Responsible for forecasting, scheduling, reporting and real time management of call center operations. Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. Responsible for daily management of service levels. Develop and analyze scheduled and ad hoc reports. Maintains awareness levels and ensures staff is informed in a timely manner of relevant policies and processes.

ESSENTIAL FUNCTIONS/DUTIES AND RESPONSIBILITIES:

  • Manages agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and ASA objectives are met.
  • Monitors multiple increments and daily call volume, AHT and staffing requirements to ensure call volume is in compliance to forecast.
  • Monitors Real Time adherence, call statistics to ensure on/off phone activity is managed efficiently throughout the day
  • Provides analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization
  • Generates and communicates off phone activity reports, staffing issues, performance measures and call statistics
  • Demonstrates professional behavior, team work, punctual, dependable, and adheres to company policies & procedures
  • Analyze statistical data and provide report generation

REQUIREMENTS:

  • Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously
  • Strong attention to detail
  • Maintains regular and reliable attendance
  • Excel Experience - intermediate knowledge

EDUCATION AND EXPERIENCE:

  • Minimum of 1 years’ experience utilizing Workforce Management products and working in a Workforce Analyst role
  • Associate’s degree or equivalent combination of education and experience
 
Map: Atlanta, GA
 
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