Analyst (Non-Voice)

Job Summary

'• Manage the Chat Transactions, daily attendance and program break schedules

• Assist with creation if metrics and targets for services
• Produce daily, biweekly and monthly internal reports
• Use trends and reports to forecast requirements
• Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Administers volume contingency action plans as deemed necessary and appropriate.
• Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

Key Responsibilities

'• Manage the Chat Transactions, daily attendance and program break schedules

• Assist with creation if metrics and targets for services
• Produce daily, biweekly and monthly internal reports
• Use trends and reports to forecast requirements
• Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Administers volume contingency action plans as deemed necessary and appropriate.
• Runs and analyses reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

Skill Requirements

'•.Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and email

• . Experience with IEX,Verint, Blue Pumpkin would be an asset
• . Ability to create reports in Excel and Forecast results
• .

Previous BPO Experience required:

• .Previous Work Force Management Experience is considered an asset

Other Requirements

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