I will create any operations specifically for call center

About:

I have years experience as workforce and BI manager for a big call center and I manage one of the big client with over 600 agents and different channels. I understand call center metrics and PKI, forecasting methodology, schedule adherence and compliance, NPS and CSAT and more. I am offering my expertise in the below areas, you can ask for a new report or review the one you already have in place and improve it or just for analysis and suggestions.

1. Volume forecast - intraday - daily - monthly - long term for different channels
2. Staffing and schedule
3. Attrition - shrinkage - phone usage
4. Operations reports: Agent productivity, schedule adherence and compliance
5. Call arrival pattern analysis - actual volume vs forecast - staffing level requirements.

and more just ask if you need anything else that is not listed above.

Please send me a message before buying the GIG so we can discuss requirements. 

Thanks
Vanessa

Reviews

jmos2520:Awesome thank you

vcordopatrepaw:Thank you for the opportunity. Very good communication and the project was very interesting. A call center schedule is not easy to create sometimes so I was very happy to be able to help.\r\n\r\nVanessa

jmos2520:Awesome thank you

vcordopatrepaw:Thank you for the opportunity. Very good communication and the project was very interesting. A call center schedule is not easy to create sometimes so I was very happy to be able to help.\r\n\r\nVanessa

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