Panama City, Panama
hace 12 días
  • Analyze performance trends, including call volume, call patterns, absenteeism, staff productivity & attrition rates
  • Agent Scheduling & event Management
  • Manage schedule adherence and absenteeism
  • Real time management to ensure that the plan be reached
  • Communicate identified intraday risks to the business leaders and report actions taken to eliminate / reduce impacts
  • Root cause analysis for SLA deviations proposing actions to recovery results
  • Provide proactive analysis and recommendations to assist the business achieve their targets
  • Send reports and analysis within the deadline and with accurate information
  • Ensure that all requests from business leaders to be addressed properly and within the deadline
  • Work with IT and Business to solve quickly system issues that affect the team's performance
  • Desirable English proficiency
  • Knowledge and understanding of Contact Center Practices
  • Advanced MS Excel (using formulas, graphs and pivot tables) and MS Power Point (preparation of presentations including tables, charts and graphs) and desirable knowledge of MS Access
  • Excellent inter-personal relationship
  • Writes accurately, clearly and concisely
  • Work independently and cooperatively with other departments and Sites
  • Works on abstract and complex problems requiring evaluation of intangible variables
  • Develops innovative and creative output based on interpretation and analysis that improve business performance and contribute to corporate goals and strategic intent
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