Provides explanations and interpretations within area of expertise
Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)
Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)
Manage Service Level & Abandon, Schedule & Break adherence
Need to be well versed with scheduling to understand schedule adherence
Need to constantly monitor, track, document and communicat...