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Job Description
What's The Role
This is a regional position responsible for all reporting needs for the Contact Centre as well as providing the Leadership Team with intelligence regarding product performance, call drivers, call statistics and agent performance which will be used to make higher level decisions
This role is accountable for the planning, forecasting, scheduling, and real-time monitoring of contact center performance.
THIS ROLE IS LOCATED IN MONTEGO BAY, JAMAICA.
What You'll Do
- Develop the operational report templates to be used by the site
- Use SQL commands to create customized reports
- Ensures staff is proactively adjusted to meet fluctuations in call volume and resources.
- Oversee the creation of forecast and schedules for LOBs
- Monitors the effectiveness and efficiency of the scheduling in aligning company-wide processes and procedures to achieve call center goals/metrics.
- Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters
Recommend adjustments, as necessary.
- Develops and maintains representatives' skill profiles to facilitate best available resource call routing
- Facilitates and develops the capacity-planning model.
- Provide ad hoc reports upon request
What You'll Need
Knowledge and Experience
- Bachelor’s degree or equivalent in a related field
- Experience with Cisco ACD reporting and administration
- Proficient in SQL queries
- Graphic design skills
- Minimum of 3 years Contact Centre experience