Analyses contact center trends, forecasts call volume, and develops staffing and scheduling plans to meet business unit objectives.
Responsibilities
- Analyzes contact center trends including call volume, call patterns, staff productivity, attrition rates, and resource allocation
- Conducts call pattern forecasting and schedule planning activities to meet business unit objectives
- Recommends operational improvements based on analysis results
- Builds staffing and scheduling plans to meet business unit goals
- Manages and oversees implementation of short-term activities within the team