Primary Responsibilities :
- Analyze and Improve Metrics : Evaluate and enhance contact center performance and metrics to support internal and offshore strategies.
- Data Management : Source and mine data to support strategic continuous improvement initiatives.
- Work Scheduling : Generate and distribute weekly work schedules for call center representatives.
- Collaboration : Work with key leaders and operational units to identify and address improvement opportunities and drive KPI performance.
Requirements
- Attention to Detail : Ability to meticulously review and assess call quality, identifying areas for improvement.
- Strong Communication Skills : Proficiency in articulating feedback clearly and professionally to call center agents.
- Analytical Skills : Ability to analyze call data and performance metrics to identify trends and areas for improvement.
- Knowledge of Call Center Operations : Understanding of call center workflows, metrics, and best practices.
- Technical Proficiency : Familiarity with call recording and monitoring software, CRM systems, and other relevant tools.
- Training and Coaching Skills : Experience in providing constructive feedback and training agents to improve performance.
Benefits
- Health
- Vision
- Dental
- 401k
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Generate and distribute weekly work schedules for call center representatives. Proficiency in articulating feedback clearly and professionally to call center agents. Knowledge of Call Center Operations:. Understanding of call center workflows, metrics, and best practices. ...
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