Site Analyst

Por favor adjunte su curriculum en ingles



eTelecare Global Solutions offers a unique approach to outsourced customer care. Instead of cutting costs by cutting corners, eTelecare creates value for our clients, their customers and our employees by investing to outperform. Onshore and offshore, we focus on oversight, performance and opportunities for breakthrough improvement in every aspect of our operations. The result is superior service, lower costs and a level of satisfaction that turns customers into champions for our clients.


Primarily responsible for supporting WFM Center operations by providing real-time monitoring, analysis, evaluation of the performance conditions of the various products within the call center and using call routing logic to insure optimum service levels. Additional responsibilities include administration of overtime process, updating e-workforce management system with schedule exceptions, support the maintenance of Agent schedules in the Aspect eWFM workforce planning program, and work with offsite WFM management to adjust staffing conditions as required by current service levels. This position will focus on developing, analyzing and making recommendations to Operations and WFM management on opportunities to improve service levels and productivity while reducing costs.

Analyze call center volume, productivity, and patterns to optimize staffing levels.
Monitor RTA and ACD to ensure adherence to schedule
Enter segments in EWFM
Distribute and Manage Green Time and OT offerings
Make decisions regarding availability of Off Board time
Track agent availability
Monitor Service levels across products
Communicate situational information to Leadership



Qualifications:

Familiar with standard concepts, practices, and procedures within the Call Center Field
Relies on limited experience and judgment to plan and accomplish goals
A high degree of creativity
Self Starter with ability to work independently
Ability to multi-task
Able to make decisions in a high stress environment
Prior supervisory and/or leadership experience helpful
Excellent Excel, MS Project and computer skills
High school diploma or equivalent

Minimum of 2 or more years call center experience, at least 1 year in an analytical role

Please provide resume in English

Por favor adjunte su curriculum en ingles

Empresa: eTelecare Global Solutions
Localidad: Managua (Managua)
Sector: Telecomunicaciones,Banca-Finanzas
Profesiones relacionadas: Call Center Analyst,Call Center Operations Manager,Customer Service Call Center Manager,Director Call Center Operations
Tipo de contrato: Indefinido, Jornada Completa
Experiencia mínima: 2 años
Fecha de publicación: Más de 60 días
Salario: No especificado

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