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Assistant Manager (Workforce Management)
Telecommunication / ISP
Client Services & Customer Support
Full Time/Permanent ( First Shift (Day) )
1 Year - 3 Years
Aug 6, 2019
Jul 8, 2019
Data analysis, trending, and preparation of hourly, daily and monthly call center performance reports.
Identifies and recommends process improvement opportunities to improve productivity, performance and customer satisfaction.
Analyze and interpret the information to make recommendations for adjustments to staffing levels to ensure service level requirements.
Develops strong working relationships with other groups within the organization to ensure efficient and effective problem solving and issue resolution.
Analyze historical trends of contact distribution, AHT, contacts per hour, agent productivity, etc.
Participate in the development of staffing forecasts and work schedules based on anticipated call volumes and service level expectations.
Maintain departmental organizational charts and staff profile data. Prepare various reports and presentation materials.
Advanced degree in Business Administration / Management Sciences.
1 to 3 years’ relevant work experience.
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