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Senior Workforce Management OfficerAug 2016 - Oct 2017 (1 year)
- Provide technical guidance on all issues throughout the evaluation design and implementation. - Provide technical assistance in evaluation design, data collection methodologies, and sampling strategy. - Contribute input to design of data collection instruments and conduct focus groups and in-depth interviews. - Conduct data analysis. and contribute to the final evaluation report, including drafting sections as needed. - Participate in presentations on evaluation findings as needed
Workforce Management OfficerAug 2015 - Aug 2016 (1 year)
- Manage forecast in order to meet service levels and efficiency. -Utilize schedules to determine variances to forecast, AHT and staffing. - Requests allocation or skill addition, Analyzes schedules throughout the day to determine if service levels goals are in jeopardy. - Identifies improvement opportunities and implement solutions to improve site productivity Queue Management Performs skill changes when thresholds/efficiency/service levels are in jeopardy. - Exception Reporting.
Real Time Management OfficerJul 2014 - Aug 2015 (1 year)
- Provides hourly communication on all aspects of the contact center performance. - Documents any actions taken or issues impacting performance. - Queue Monitoring—Monitors site performance to ensure service levels metrics are met. - Real Time Adherence—Oversees minute by minute contact center queue management. - Oversees adherence per interval - Executes plan real time according to the situation. - Checks attendance calls and voice mail.