Busy and exciting workplace
WFM Analyst Sr (Former Employee) – Indianapolis, IN – February 5, 2016
Forecasting call volumes Scheduling the teams hours to ensure proper phone coverage to meet SLA's for the Telesales team. Real time monitoring agents with CCPulse. CCPulse development of workspaces and views. Reporting for Agent adherence and for VQ KPI's, on Daily, Weekly, Monthly basis. Genesys Configuration Manager organizing agent groups for proper reporting, skilling of agents, DN management so agents can get calls and building of call routing within CME. Building of VQs,DNGs,VAGs,icri VAGs...etc Call Flow creation and maintain documentation. Call routing and reporting matrix. Technical documentation
Flexible Shifts work from home
No control over your future.