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Lead day-to-day Work Force operations for the CPAP Call Centers
Monitor and evaluate call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business
Manage abandoned calls, idle time, and other specific metrics related to calls
Short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence
Workforce Management (WFM)
data collection, analysis, reporting, and intensive real-time monitoring
Plan, manage, and analyze Outbound Dialer Campaigns (using Avaya POM) for effectiveness and adjust/improve as needed
Coordination of Call Miner and ActivityTracker for improved productivity
Job Responsibilities
Utilize Workforce Optimization (WFO) software to manage and improve call volume, efficiency, and overall Call Center metrics
Forecast short and long-term staffing needs, considering contact volume and headcount requirements
Real-time queue management of contact and associate schedule adherence
Assist with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely
Generate daily reports to show changes to productivity or performance
Provide updates on Call Center Performance to department leaders on an intra-day and daily basis
Collect data, analyze, and provide recommendation for improvement of Call Centers performance
Create and coordinate workforce improvement projects based on call center(s) performance
A free Jobstore account is required to proceed to the employer site.
US
