- Communicate changes to scheduling to ensure suitable daily resource coverage.
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
- Ability to facilitate Daily Operations updates.
- Manage non-productive time request process , ensuring activities are planned without impacting SLAs
- Create business reports that provide insight into key data points.
- Communicate the results of data analysis in written and verbal form to managers.
- Responsible for managing and ensuring that the service level agreements for various programs are met.
- Manage the call volume, daily attendance and program break schedules.
- Work closely with the operations team to analyze and help improve their delivery processes.
- Generate ideas for process and service improvement planning.
- Assist with projects and other duties as requested or assigned.
Proficiency in MS office software.Good Business writing skills.Good Presentation Skills.Good Analytical.Understanding the nature of the call center industry.Basic knowledge of COPC Standards & Approaches.Good understanding of workforce management methodologies.