Customer Service Workforce Specialist II
: Job Details :

As a CS Real Time Analyst, you will manage CS Operations, Customer Experience, and Agent through a combination of real time performance management, agent utilization management, reporting, and analytics leveraging understanding of contact center operations and workforce management principles. You will provide leadership teams with timely, accurate reports on intraday performance and impacts to maximize the ability for customer service to achieve their business objectives. What you'll do: Continuously analyzes business activities in real-time re-forecasting to execute countermeasures to maximize balance of service levels and occupancy. Make necessary adjustments in staffing plans and coordinates with operations teams to achieve service level goals and business objectives. Deliver bridges, synopsis, insights, and plans of action for forecasting and planning and operational activities intraday and post-mortem to support continuous improvement of Customer Service performance results. Overs...Customer Service, Workforce, Continuous Improvement, Specialist, Customer Experience, Operations, Manufacturing, Retail