Provides summary reporting and data analysis for Call Center volumes and productivity to maximize staffing and meet service level commitments.
Develops site / regional recommendations based on forecasting and other analysis performed. Negotiates and redesigns schedules in the workforce management system to meet division performance and productivity requirements.
Works directly with lead and site management teams. May coordinate medium-scope projects or parts of an enterprise-wide project.
Performs additional duties including : writing data queries, performing data mining, facilitating project work, staffing and call volume modeling.
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