Related skills
scheduling kpis microsoft excel pivot tables incontact📋 Description
- Monitor real-time inbound call traffic to ensure optimum efficiencies.
- Ensure service levels, abandon rates, and active rates.
- Intraday analysis of call flow; adjust staff resources to meet demand.
- Complete and manage schedule exceptions/adjustments daily.
- Ensure data accuracy by responding to time-off requests and schedule changes.
- Monitor Real-Time and Intra-Day activities to meet goals.
🎯 Requirements
- Must be at least six months in current position.
- Excellent Attendance & Punctuality record.
- Prior workforce experience is an asset.
- Available to work 6 AM - 1 AM and weekends.
- WFM systems: Verint Impact 360, InContact, NG; KPI knowledge.
- Advanced Microsoft Excel: formulas, pivot tables, data imports/exports.
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