Maintains Customer Service Representative profiles in database ensures that optimum productivity, coverage, and operational results are accurately reported and available. calls, adjustments, correspondence, training, meetings). + Schedules all transaction based work (e.g. Contributes ideas on ways to resolve problems to better service the customer and/or improve productivity. + Addresses recurring problems by recommending improved work processes, policies, or procedures. Determines the need and timing for call overflow works with System Administrator to re-route calls as appropriate. Responds to periods of low call volume utilizing established guidelines. Makes recommendations on corrective actions when service levels are at risk. + Monitors real-time call volumes, average handle times, and adherence to schedules throughout the day against forecast ensures the correct number of required agents is assigned to phones to meet service level goals. Assists with maintenance of CSR profiles in workforce management database to ensure optimum productivity and operational results are accurately reported. Assists the Analyst as necessary in the creation and management of call center staff work schedules. + Works with the Analyst, Workforce Management to provide real-time information on call center performance that could affect future staff scheduling. Analyzes and prepares reports/ data for Management Team including regularly distributed reports and ad hoc managerial information as needed. Monitors system and proactively assists management in dealing with real time adherence, unexpected workload and/or call volume variations. Reviews and revises forecasts throughout the day to allow for appropriate shifts in workload and calls based upon volume, available resources and other outside influences. Analyzes daily staffing plans and anticipated call volumes to determine incremental staffing needs. Coordinates with other departments when outages occur. At Walgreens in DEERFIELD, Illinois, United StatesĪssists in monitoring the call volume of inbound call traffic and distributes calls based on staff availability.
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