Responsible for forecasting and analyzing call volume, offering statistics-driven support to managers, acting as contact for service center scheduling technologies, and maintaining the software database.
Forecasts call volume; manages short and long-range call volume forecasts to enhance operations at each location.
Captures, stores, and reports statistics and offers solutions to management.
Communicates necessary adjustments of workforce requirements based on changing forecast, re-forecasting when necessary.
Analyzes call volume trends and various reports to improve operational efficiencies.
Analyzes and offers solutions to management to improve the customer experience.
Ensures forecasts are generated to maximize efficiency of resources for all impacted departments and offers staffing solutions to provide adequate coverage for all locations.
May act as primary business contact for all service center scheduling technologies.
Drives and manages all activities and initiatives related to effective implementation and on-going use of the scheduling software database.
Bachelor's degree and 2 years of analytical work experience or equivalent combination of education and experience required.
Strong analytical skills
Effective communication and presentation skills
Strong written and oral communication skills.
Excellent Microsoft Office skills.
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:
Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
Sitting for long periods of time while using office equipment such as computers, phones and etc.
Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
Incumbent is required to have:
Incumbent will be subject to: