Dear Partner Please send resumes to [email protected] or reach me at 732.579.6260
Title: Call center Manager Loc: NY Duration: 6+ Complete Description: Reporting to the contact center manager, the call center manager/workforce analyst is responsible setting up best practices in the day to day operation of a call center including identifying IVR opportunities, maximized skills based routing, workforce management and Quality assurance. Incumbent will be expected to track performance, generate reports as related to forecasting, service levels, agent performance and exception activity as it relates to the schedules. Prepare and analyze agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints. Establish process for requests for time off and respond appropriately with information and/or approvals. Monitor daily service levels and productivity, provide schedule adjustment recommendations. Generate reports to track absences, meetings and other schedule exceptions. Analyze staffing trends and make recommendations to management. Analyze call volumes and patterns and report forecast and actual performance for call handling groups. Maintain other information needed for accurate forecasting and make recommendations to manager to drive high quality customer service. Necessary experience: • At least one year of experience in a 50+ seat call center working as a workforce manager and at least two years experience in a Team Lead/Supervisory capacity in a call center. • Knowledge of staff planning, workload distribution, and trend analysis. • Excellent PC skills, including Excel • Strong understanding of ACD systems, call routing, Avaya eWFM preferred. IVR design experience preferred but not necessary. Behavior Characteristics: • Ability to handle and prioritize multiple projects and tasks • Strong organizational skills • Ability to meet deadlines in an environment of constantly changing priorities Thanks and Regards Kalyan ST Tech Inc 4030 Wake Forest Rd Raleigh NC 27609 972.318.7848 Phone 919-573-0429 Fax [email protected] www.sttechinc.com -- Introduce business in 3800 cities. How? ===================================================== Thanks for using group. Moderator 1) This group is managed by www.BRCIndex.blogspot.com 2) Post your message with your linkedin Profile (Visit linkedin.com) to confirm your identity and refer business. 3) Visit www.BRCIndex.blogspot.com (3800 Business Referral Club) 4) Reply to two message before posting new one. 5) Donot post same message in all 3800 business Referral Club. You received this message because you are subscribed to the Google Groups "Outsource" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/Outsource
