Compiles staffing level requirement forecasting and workplace scheduling in call-center environments
Job Summary
Compiles staffing level requirement forecasting and workplace scheduling in call-center environments.
Administers the call center incoming call phone system, maintains user records, monitors call volumes and statistics to ensure adherence to internal/client scheduling and service level metrics.
Analyzes call center data to identify work flow anomalies and establish call volume trends to forecast staffing levels, reduce variances from schedules and increase effective use of staff resources to meet productivity goals and objectives.
Matching Summary
Compiles staffing level requirement forecasting and workplace scheduling in call-center environments.
Skills & Requirements
Must-have
Workforce Management Tools
Call center statistics analysis
Staffing level forecasting
Service level metrics monitoring
Reporting and dashboard creation
Nice-to-have
Continuous improvement initiatives
Proactive resource adjustments
Team leadership potential
Key Requirements
High School Diploma or Equivalent
Typically Minimum 4 Years Relevant Exp
Associate's Degree Statistics or equivalent experience