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Collaborates with management to identify key performance indicators and build custom reports to reflect measurement of designated key performance indicators
Distributes daily, weekly, monthly, quarterly and annual reports with pointed analyses, communication of progress towards determined goals and recommendations for improvement
Applies mathematical modeling expertise and statistical analysis to design and create reports to optimize the use of resources throughout the Customer Service team; partners with management to create solutions to improve team member productivity and utilization Compiles historical call center data and completes analyses to assist management in making strategic decisions and/or investigating recent trends or anomalies
Regularly consults with and educates management team on call center reporting best practices, strategies and individual team performance, and makes proactive recommendations for setting performance targets and improving calculations
Spearheads monthly and/or quarterly meetings with management to identify new reporting needs and creatively addresses those needs through reporting, and lock volume forecast and scheduling plan Plan and organize call center workload and workforce requirement
Analyze call volume patterns and overall service requests that may come in via other channels such as email and chat, and design, generate, and coordinate schedules integrating appropriate, approved shrinkage targets Assists with special projects and other duties as assigned
The Financial Times is one of the world’s leading business news organisations, recognised internationally for its authority, integrity and accuracy. Providing essential news, comment, data and analysis for the global business community, we have 2,200 employees spread over 4 main offices and 35 [...]