Provide qualitative reporting and analysis regarding effectiveness and efficiency
Analyze and track historical call volume, seasonal variations and trends.
Automation of key indicator reporting
Creation and maintenance of organizational and individual scorecard system
Track and analyze compliance to call center service standards.
Provide reports to call center management on call trends, productivity, quality, service levels and cost per call. Run ad hoc reports as requested.
Determine staffing requirements and resource allocation to support customer demand on an interval, daily, weekly, monthly and quarterly basis.
Monitor compliance to client-specific performance guarantees and notify management of problems as soon as possible.
Identify and escalate repetitive questions and/or problems so that corrective action can be pursued and expedited. Assist in development of call center programs and process improvements to enhance the level of internal and external customer service provided.
Design new call routing as requested by Vice President of Sales to support new and existing customers
Understand the sales cycle to acquire new clients or expand services with existing clients.?
Interact with clients on routine basis to support existing and new business
Provide regular capacity analysis and monitoring of systems and service, trunks, and connectivity in a multi-site environment to ensure stability
Establish and follow critical problem resolution escalation path for complex telephony issues with documented resolutions
Occasional after hours/?weekend schedules to support upgrades, problem management responses or critical business need
Monitoring phone lines at all time during the business day to make sure the call volume per channel is hitting projections
Hour-to-hour, day-to-day phone monitoring of all metrics and switches,
Understanding and functional usage of telephony technology including, but not limited to phone line messaging and routing, skills-based routing, KPI reporting, call and staff planning and forecasting.
Monitoring day to day phone metrics to advise if we are exceeding goals or underperforming.
Required Experience
Required Experience, Skills and Education:
Ability to interact with technical staff across multiple lines of business and disciplines along with the ability to work with all levels within the organization, (staff to executive.)
Must possess excellent communication skills, written and verbal
Demonstrated ability to achieve results by working independently and as part of a team
Must have heavy MS Excel experience
Strong statistical skills
Knowledge of Call Center Operations and key performance indicators
Bachelor's Degree
0-2 Years of Experience
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