Schedule staff in our call center to adequately provide coverage for call volume at all intervals, adjust staff levels as appropriate based on queue, monitor KPIs related to AHT, Time in Queue and Unproductive Time, Build forecasts based on historical data.|
We need someone who:
What is in it for you:
- Has 3+ years experience in call center workforce analysis
- Has 3+ years experience with call management systems (CMS)
- Can predict the future using just data, not crystal balls, both short term (intra-day) and longer term
- Can work magic with excel i.e. reports, pivot tables, conditional formatting, etc.
Interested and Qualified? We want to talk to you!
- A great environment, with a truly fun culture
- An awesome management team
- Very competitive pay and benefits
- The opportunity to grow with us
Legal Intake Professionals - 10 months ago