Job Description
- Provides explanations and interpretations within area of expertise
- Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
- Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)
- Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
- Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)
- Manage Service Level & Abandon, Schedule & Break adherence
- Need to be well versed with scheduling to understand schedule adherence
- Need to constantly monitor, track, document and communicate real time floor activities in terms of adherence to proces...
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