Analyzes call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation
Participates and produces the analysis, auditing, reconciling and resolving employee payroll activities, employee job movement, compensation, and all other matters affecting personnel movement
Analyze, identify and execute complex transactions in varied systems and tools.
Roles and Responsibilities:
Use data analytics and process knowledge to identify quality gaps and deficiencies and recommend corrective action via automation or process controls and improvements. Manage to established targets, report results, and ensure policy compliance. Interface with internal business clients and external customers. Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner. Utilizes call volume reports and coordinates and completes capacity planning within the call center.
Key Competencies and Skills:
2-3 professional experience, understanding of finance ops (billing, accounts payable/ receivables etc) are considered a big plus for the candidate.
Education and Qualifications: