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Workforce Management Coordinator
Eingestellt von Synectics
Gesuchte Skills: Client, Support, Sql
Projektbeschreibung
PRIMARY RESPONSIBILITIES:
- Maintain historic volume models for multiple channels and metrics including inbound call volume, outbound call volume, email, correspondence
- Conducts regular analysis of trends, impacts and influencing triggers
- Develops and distributes accurate forecasts for multiple channels and multiple clients
- Optimizes FTE and Staffing expenses to reduce cost per call and increase agent utilization and call per hour metrics
- Actively involved in process improvement and KPI development
- Coordinate and interact with internal and external integrated partners regarding Real Time performance, making adjustments where necessary to balance client and operational goals
- Provide clear and tactful communication to Client Delivery Management, Client Account Managers and Client Teams
- Creates innovative solutions to unique challenges and follows through to a successful outcome
- Conducts root cause and threat analysis for items impacting performance or stability
- Develops and presents analytical reporting using available data understanding the needs of stakeholders at differing levels of authority (from agent to executive team)
QUALIFICATIONS:
- 2 - 5 years in Workforce Management in a Customer Care, BPO, Contact Center environment
- Demonstrated knowledge and skills in all phases of workforce holistic cycle including planning, forecasting, intra-day management, report development etc
- Must understand how to create accurate forecasts manually (ie. Excel) and within workforce management software
- Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure
- Highly motivated, creative and a self starter able to excel with minimal supervision
- Highly proficient in Microsoft Office - Excel, Access, PowerPoint, Visio
- SQL experience preferred
Projektdetails
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Einsatzort:
Alpharetta, Vereinigte Staaten
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Projektbeginn:
asap
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Projektdauer:
Keine Angabe
- Vertragsart:
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Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
IT Entwicklung, Sonstiges