Call Center Real Time Analyst

Habilidades y Funciones
Coordinates appropriate staffing allocation and availability of Call Center staff in order to achieve service level objectives.
Adjust staff requirements by projecting call volumes, call duration and shrinkage using current trends and historical data.
Provide RTA support for all Call Center associates.
Veil for Call Center efficiency thru Real Time Analysis.
Report Overtime Hours to Payroll.
Track Call Center Performance by building productivity reports, statistics and creating Action Plans.
Track, Build and send daily Reports with Call Center Key Performance Indicators such as Handle Time, After Call Time, Schedule Adherence, Service Level, Occupancy and others.
Work with upper management to make improvements to processes, activities and tools.

Ciudad: managua