Ensure the timely publication and accuracy of all reports, along with maintaining a comprehensive data repository.
Review data reports to identify and highlight critical insights and key trends.
Forecast contact center volumes and develop resource plans, including headcount, seating, IT, and other requirements.
Plan and schedule workforce needs based on volume forecasts, addressing over or under-staffing as necessary.
Provide root cause analysis (RCA) during variances in received volumes and coordinate with stakeholders during surges, downtime, or other operational requirements.
Conduct real-time monitoring of shift, break, and auxiliary adherence, and engage in strategic planning, designing, and implementing a Real-Time Management System for effective real-time reporting.
Analyze the performance of the real-time management system to implement process improvements, gather data, perform needs assessments, define user requirements, and develop specifications for the system.
Monitor the call center environment, making recommendations to address potential problems and proposing solutions.
Qualifications:
Proficient in advanced excel and other MS product suite.
Understanding of call center workflows across the channel.
Experience in large size call centers as an analyst will be a plus.
A minimum of 6 to 8 years of experience in work force role.
Can read the data and come up with the analysis and recommendations.
Come up with creative ways of showcasing data call outs in PPT.
Good exposure to Power BI and well versed in creating Macro.
