JOB DESCRIPTION:
*Tasks and Deliverables include:**
• The selected candidate would assist in the development and daily monitoring of Contact Center related activity. Main focus in on the contact center tool Aspect:
• Analyze, monitor, and evaluate the Support Services workforce by monitoring activities on a real-time basis.
• Create schedules and provide regular reports to management on workload and workforce.
• Contact Center Processes and Metrics.
#1. Develop daily productivity reports.
#2. Develop daily attendance reports.
#3. Develop monthly productivity reports.
#4. Develop monthly attendance reports.
• Identify areas of opportunity, trends and detailed statistical analysis at the individual, team, business unit, product, and departmental level.
• Data Analysis: Produce adhoc reports to provide detailed analysis of call center operations.
• Report on critical performance standards are met by proving management with ongoing updates on the overall performance of the call center.
• Communicates performance trends and impact on goal achievements.
• Provide task management for workforce coordinators on scheduling and shift change request activities.
• Update and maintain scheduling database.
• Communicate with various level of Leadership.
• Train Supervisors and Leads on the functionality of the Aspect tool.
Required Skills:
**Must demonstrate solid knowledge on the following**
• Eight (8+) years of Contact Center / Call Center environments.
• Aspect Tool Contact Center Tool Center.
• Project planning - implementation of projects.
• Expert user of MS Office tools especially Excel.
• Solid verbal and written communication skills.