Real Time Adherence and QA Analyst
Real Time Adherence and QA Analyst
Posted on :
23-10-2022
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Job Description
Job Description
POSITION OBJECTIVE:
This position is responsible for assisting in overseeing the workforce planning activities for the Contact Center operations. This position will also oversee the QA program for the Contact Center. The primary objective is to optimize service and quality levels to ensure the most efficient use of valuable staffing resources.
POSITION RESPONSIBILITIES:
Analyzes call volume patterns on a national and regional basis.
Communicates necessary adjustments to workforce requirements based on changing/dynamic forecasts; re- forecasts as necessary.
Ensures schedules are generated on a regular basis to maximize efficiency of resources.
Identifies call volume trends and averages on a monthly, quarterly, and seasonal basis.
Captures, stores and reports on historical statistics (service level, occupancy, forecast accuracy, etc.).
Establishes and maintains communications channels regarding events that impact call workload.
Collaborates with other departments, call center staff and customers to identify opportunities for improvement of resource utilization.
Conducts training for Contact Center supervisors and staff on scheduling process and importance of schedule adherence.
Oversees daily schedule conflicts, adherence issues, and occupancy concerns and assist with problems in team environment.
Utilizes leading workforce management vendor software package to forecast calls, schedule staff, and track performance.
Oversees Real-Time Adherence for the call center.
Reviews and monitors set number of calls daily, weekly and monthly for the purpose of improving QA.
Assists with the development of the Contact Center QA program.
Provides QA coaching as directed to improve the customer experience.
Performs special projects as assigned by management.
Responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness.
All Sees staff must be committed to the companys core principles and workplace values, including diversity and inclusion.
Employment Type
Full Time
Company Industry
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