Workforce Real-time Monitoring

Workforce Real-time Monitoring

2-5 years
Not Specified

Job Description

Job Description:
  • Create long term budget forecast, mid-range, short term and intraday forecasting
  • Support business decisions through the preparation of timely and accurate variable forecasts in a high volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies
  • Validate confidence of established influences/drivers (factors determining forecasts)
  • Leverage advanced statistical methodologies (correlation, regression, etc.)
  • Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making
  • Provide analysis and recommendations to improve staffing levels and efficiency
  • Provide historical reporting compilation as required by the campaign.
  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests
  • Develop call forecasts to a level of detail necessary for effective headcount planning and
  • Work closely with other departments promoting open flow of information.
  • Creates/updates mid term to long term staffing/capacity plan

  • Bachelor's Degree is required of any course
  • Minimum of 2 years experience in the said job opening
  • Proficient in MS Office and Google tools
  • Experience in reporting and analysis
  • Excellent verbal, written, interpersonal, analytical and organizational skills
  • Has a positive attitude and a genuine interest in helping people
  • Able to manage multiple tasks independently
  • Self-starter and independent. Team oriented and results driven
  • Ability to interface with all levels of management
  • Demonstrated complex problems solving skills
  • Strong organizational skills and attention to detail

Job Details

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