SUMMARY: The Contact Centre Workforce Administrator will monitor real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates.
POSITION INFO:
The role:The Contact Centre Workforce Administrator will monitor real time inbound call traffic to ensure optimum efficiencies and will work to ensure acceptable service levels, abandon rates, and active rates.This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet call volume demands and sales performance goals.The Workforce Administrator must regularly exercise judgement, integrity and assume responsibility for decisions that have an impact on people, cost, and quality of service within the organisation.The detail:Scheduling
Analysis
Reporting
General
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