Main Responsibilities:

  • Manage the call volume, daily attendance and readjust break schedules
  • Assist with creation if metrics and targets for contact center
  • Work closely with the operations team to analyze and help improve contact center Service level and Utilization
  • Generate ideas for process and service improvement planning
  • Produce daily, biweekly and monthly internal reports
  • Use trends and reports or relevant logics to do intra reforecast requirements
  • Assist with projects and other duties as requested or assigned

Skills and Qualifications:

  • Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
  • Experience with CRM and IPBX Tools are plus
  • Ability to create reports in Excel and forecast results
  • Attention to detail and high level of accuracy
  • Ability to multi-task, focus and complete reports for extended periods of time
  • Previous call center in any field experience required 
  • Previous Work Force Management experience is a plus

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