Should have an analytical proficiency and have expertise in working on Advanced Excel, Access, SQL or VBA in order to automate reports. ∙Analyze Call Volume Trends & influencing factors, to identify weekly, daily & half-hour staffing requirements. Optimize agent schedules based on these forecasts. Prepare the monthly invoicing files and gather information and share the Hiring Planner. ∙ Should have Planning, capacity planning and scheduling. ∙ Should have analytical proficiency and should be capable of understanding the client requirement and doing efficient capacity planning. ∙Team mentoring and knowledge sharing by conducting training on MIS activities to increase the staff expertise. ∙Recommend and implement new technology solutions to improve productivity. ∙Knowledge of Aspect or ContaQue Dialer and WFM background would surely be an additional advantage. ∙Should have good communication and interpersonal skills and capability to supervise and motivate the team to work collectively and efficiently.
