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Routing Specialist

2 months ago

Metro Manila, Philippines IASA, Inc. Full time

The Routing Specialist develops and advises on and develops an optimal functional structure of the contact center routing systems within the operational departments to support on the one hand the most efficient match of quantitative and qualitative (human) resources versus the forecasted workload and on the other hand optimal use of the systems for providing management information and control. The Routing Specialist provides functional and technical support for the contact center routing systems and uses knowledge gathered to advise on improvement of operational procedures and processes related to routing concepts.

 KNOWLEDGE/EXPERIENCE

Degree on higher vocational level, preferably (business) economics or technology At least 2 years of experience in contact center management (analytical) support Good MS-Excel skillsGood MS-Visio skillsExperience with contact flow systems and/or workflow systems