Job Description
The Specialist is required to adhere to the following :
Executes plans and ensures effective implementation of schedules.
Administers Call Center Agents scheduling.
Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.
Reviewing daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader.
Create and deliver daily, weekly and monthly reports.
Communicate changes to scheduling to ensure suitable daily resource coverage.
Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
Manage non-productive time request process, ensuring activities are planned without any negative impacting
Responsible for ensuring that operations are performing according to key call center performance metrics.
Responsible for ensuring that optimum service levels are achieved on a daily, weekly and monthly basis in order to drive up service level consistency.
Hourly Intervals Management
Updating the Automated Intervals Sheet
Hourly Flags (Detecting patterns of lack of production)
Dialer Reports
Working Hours: 9 hours starting from 4-5-6 PM including a 1-hour break
Operational Days: 5 Days a week with 2 Days off
Shifts: Mon-Fri fixed
Benefits:
Paid Training.
Internal Promotions depending on the performance.
Social Insurance.
Monthly Events.
Job Requirements
2 years in Data Analysis & Real-Time Management
English level: B2-C1
Bachelors degree
Microsoft Excel/Office Certification is a plus
Familiar with Google Sheets
Macros on both Excel and Google Sheets
Must have a background in the Call Center Industry
