Role & responsibilities
Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
– Monitors site to ensure optimal staffing levels.
– Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
– Administers volume contingency action plans as deemed necessary and appropriate.
– Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
– Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
– Ensures that all reports originating from the department are accurate and reliable.
Skills Required
- Intermediate knowledge of call center management and all related calculations
- PC Literate with MS Excel experience
– Solid organizational skills
– Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
– Ability to work independently with minimal supervision.
– Have some level of people management.
Share cv at
[email protected]
📌 Real Time Analyst (Bengaluru)
🏢 Joulestowatts
📍 Bengaluru