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
