Job at a glance
Required Skills - Workforce Management Analyst (Aspect), Contact Center-call center processes, metrics, ASPECT tool, project planning. JOB DESCRIPTION : * Tasks and Deliverables include:** • The selected candidate would assist in the development and daily monitoring of Contact Center related activity. Main focus in on the contact center tool Aspect: • Analyze, monitor, and evaluate the Support Services workforce by monitoring activities on a real-time basis.
• Create schedules and provide regular reports to management on workload and workforce. • Contact Center Processes and Metrics. #1. Develop daily productivity reports. #2. Develop daily attendance reports. #3. Develop monthly productivity reports. #4. Develop monthly attendance reports. • Identify areas of opportunity, trends and detailed statistical analysis at the individual, team, business unit, product, and departmental level.
• Data Analysis: Produce adhoc reports to provide detailed analysis of call center operations. • Report on critical performance standards are met by proving management with ongoing updates on the overall performance of the call center. • Communicates performance trends and impact on goal achievements. • Provide task management for workforce coordinators on scheduling and shift change request activities.
• Update and maintain scheduling database. • Communicate with various level of Leadership. • Train Supervisors and Leads on the functionality of the Aspect tool. Required Skills: **Must demonstrate solid knowledge on the following** • Eight (8+) years of Contact Center / Call Center environments. • Aspect Tool Contact Center Tool Center. • Project planning - implementation of projects. • Expert user of MS Office tools especially Excel.
• Solid verbal and written communication skills.