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Contact Center Analyst

1 week ago

Pasig, National Capital Region, Philippines The Results Companies Full time
  • Maintain accurate forecasts, capacity plans, and schedule plans.
  • Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion.
  • Offer strategic recommendations to improve productivity while balancing service levels.
  • Provide consultation to Operations/Account Management on staffing and volumes utilizing staffing models for new or adjusted forecasted assumptions.
  • Work with Operations to develop processes for shift types, vacations, and other schedule exceptions strategies that maintain the employee needs/Client requirements balance.