Monitor daily and intraday volume, average handle time and other critical staffing metrics as measured against forecast, identify variances, understand and communicate drivers, create a pre-determined action plan to keep performance in line with goals.
Reflection on the prior day results in driving the current day, indicating drivers of those results and appropriate recommendations to ensure the proper course of action. Responsible for attendance management and communication, including planned and unplanned time-off.
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Adapts to rapidly changing environments with proactive adjustments of plans to sustain critical metrics during periods of flux. Build and cultivate working relationships with cross-functional teams including partner management, training, operations, human resources, technology, and others.
Preferred +1 years working in Call Center/Contact Center Operations
Adaptable to an ever-changing and consistently fast-paced environment, flexible with schedule to accommodate business needs
Malleable to work autonomously and in a group, ability to excel in a dynamic environment and with ambiguity, possess excellent follow-up skills
MS Word
MS PowerPoint
MS Access
MS Excel skills
Analytical skills (data driven)
Effective Time Management
Results Oriented
Problem-solving and resourcefulness
Flexibility/Adaptability
Detail Oriented and Organized
Verbal and Written Communication
Multi tasker
Flexible Schedule Job Command Center Analyst, Domestic & International Job ID- 1875
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