Job Title
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Team Leader: Work Force Planning
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Job Description
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•Forecast of call volumes, AHT on intraday/ daily/ weekly/monthly basis
•Daily/weekly/monthly analysis of center performance from efficiency and stability perspectives
•Roster of Advisor and supervisors to achieve business goals, like, Service Levels, Abandoned%
•Planning of back office workloads and monitoring of SLAs
•Ensuring the stability of the department(s) under his span
•Management of people and performance
•Minimum of 2-3 years of experience in similar role in a contact center
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