Responsible for preparing accurate and timely forecasts in a high volume
contact center. Analyzes the Customer Service Center's efficiency and
customer service performance and monitors agent occupancy in regards to
call arrival patterns. Works with moderate guidance in own area of
knowledge. Is accountable for individual results and impact on team.
Employees at all levels are expect to:
you do your job
customers first, give them seamless digital options at every touchpoint,
and make them promoters of our products and services
game-changing technology, products and services, especially our digital
tools and experiences
open to new ideas
brings more employee and customer feedback into the company - by joining
huddles, making call backs and helping us elevate opportunities to do
better for our customers
center performance reports.
activities. Responsible for the creation and ongoing
management/maintenance of a database of all errors.
through forecast analysis and assists in vendor management expense.
metrics, along with making recommendations on how to increase or improve
maintaining accurate staffing data, assisting with long-range staffing
plans, collaborating on OPA decisions/reporting, and handling multiple
tasks aimed at meeting/exceeding ongoing service level and occupancy
recommendations on management of call routing.
and sales performance goals, report and tracks performance against
nights and weekends, variable schedule(s) as necessary.
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