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Assistant Manager (Workforce Management)

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Telecommunication / ISP
Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( First Shift (Day) )
Job Location:
No Preference
Minimum Education:
Career Level:
Entry Level
Required Experience:
1 Year - 3 Years
Apply By:
Aug 6, 2019
Posted On:
Jul 8, 2019
Job Description

Job Responsibilities:

  • 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.

Required Skills


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