Monitors inbound/outbound traffic and ensures efficient distribution based on staff availability.
Provides hourly, daily, and weekly service level and performance reporting (including queue statistics) for call centers.
Provides daily and weekly performance on other key metrics including percent to forecast, abandon rate, headcount variance and outages.
Identifies opportunities for process improvements.
May mentor/coach less-experienced team members.
Performs scenario analysis to simulate various assumptions, volumes and provides recommendations to best case for operational effectiveness.
Skills Required
Excellent data analysis skills.
Strong knowledge of NTT DATA's queue structure, products, and service offerings.
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Advanced knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.
Proficiency in Microsoft Office.
Excellent verbal and written communication skills.
Knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage, and call routing.
Knowledge of forecasting/ planning models and queue metrics to ensure accurate hiring plans to forecasted call volume/headcount.
Strong PC skills in Microsoft Excel.
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