Vacancy expired!
- Operational Reporting & Delivery in a Call Center environment.
- Demonstrate excellence in completing required reports timely with a high degree of accuracy.
- Have an end-to-end understanding of reporting inputs and how they impact our software and products
- Responsible for ad hoc reporting and analysis.
- Acquire test results (data) into stories through charts and graphs.
- Provide innovative ideas on how to improve processes and results.
- Ensures the integrity of on/off-boarding data reviews, validates, and owns access to Care Operations.
- Understanding of contact center service levels and flexing agents between channels to preserve the customer experience.
- Administration of workforce management systems and daily reporting of staffing levels.
- Systems (CRM, GenesysCloud, etc.) knowledge is a plus
- Must be proficient in Excel with Graphs, Formulas, Tables and PivotTables.
- Experience with courses taken in statistics, business, and mathematics
- At least 3+ years working in the contact center environment with operations experience
- Using the following: MS Office suite, ACD platforms (Genesys), CRM Tools, and PowerBi a plus.
- Assists in completing SOC2 audits for Care reporting
Vacancy expired!