Bpo Planning and Scheduling Analyst

hace 2 semanas

Guadalajara, México NTT DATA A tiempo completo

**BPO Planning and Scheduling Analyst**

**Responsibilities**:

- Monitors incoming queues and ensures representatives are available for support.
- Monitors queue to determine appropriate resource allocation to meet service level goals.
- Determines queue personnel needs during times of heavy call volume.
- Uses Workforce Management tools to Schedule and optimize customer service representatives.
- Exception authorization to ensure schedule adherence tracking.
- Analyzes historical performance data to identify trends (associate behavior, call volume, activities, etc.)
- Escalates issues that may impact the business' ability to manage call volume.

**Requirements**:

- Typically requires 3-5 years of relevant experience.
- Knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.
- Strong data analysis skills.
- Verbal and written communication skills.
- Preferred knowledge of using Workforce Management Tools like Verint, Aspect, Blue Pumpkin & Calabrio.
- Proficiency in Microsoft Office.
- Must be available to work 24*7.
**Job Segment**:Scheduler, Administrative

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