Job Description
The Responsibilities:
Create reports on historical call volume, handle time and operating performance
Develop call forecasts to a level of detail necessary for effective headcount planning and scheduling(interval level, daily level, weekly and monthly staffing requirement based on forecasted volume taking into consideration the assumed AHT, absenteeism and other shrinkages)
Develop and publish weekly agent schedules. Track call forecasts against actual results
Work closely with other departments promoting open flow of information
Implement all scheduling processes
Creates/updates mid term to long term staffing/capacity plan
Maintains the roster of the program assigned and enforce roster timeline to Operations
Knowledge, Skill Set & Qualifications Required (External)
Required skill(s): good multitasking skills, adaptability to changes, ability to achieve results with accuracy and timeliness
Preferably with at least 1 year of working experience in the relate...
Create reports on historical call volume, handle time and operating performance
Develop call forecasts to a level of detail necessary for effective headcount planning and scheduling(interval level, daily level, weekly and monthly staffing requirement based on forecasted volume taking into consideration the assumed AHT, absenteeism and other shrinkages)
Develop and publish weekly agent schedules. Track call forecasts against actual results
Work closely with other departments promoting open flow of information
Implement all scheduling processes
Creates/updates mid term to long term staffing/capacity plan
Maintains the roster of the program assigned and enforce roster timeline to Operations
Knowledge, Skill Set & Qualifications Required (External)
Required skill(s): good multitasking skills, adaptability to changes, ability to achieve results with accuracy and timeliness
Preferably with at least 1 year of working experience in the relate...
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