WFM Real Time Analyst - KL

Qualifications

• Excellent communication and rapport-building skills.
• Strong analytical skills.
• Ability to provide Operations Directors/Managers with inputs on possible resolutions and recommendations on WFM and Reporting-related issues.
• Able to take management direction and cascade it to staff.
• Strong coaching skills.
• Provide solutions to escalated issues and updates on account SLA concerns to Operations and upper management.

Responsibilities

• Develop and implement customer service inbound and outbound contact strategies.
• Ensure call center applications, routing, hardware, and software technologies (i.e., Nice, IEX, Aspect, Verint, Genesys & AVAYA) are running as designed.
• Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, adherence, shrinkage, etc.).
• Manage activities and initiatives related to the e...