Hazard Forecaster
HYLA Mobile
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Posted 6+ months ago
- Pull from various systems and analyze trends, volumes, patterns and initiatives to provide forecasted work item volume by client.
- Participate and present data during monthly meetings with the Operations team to discuss trends, projections, and to create a plan of action to meet Back Office staffing requirements.
- Provide staffing recommendations to meet contractual Service Level Agreement metrics.
- Complete reporting requests.
- Complete long-term forecast analysis for multiple clients and Back Office departments.
- Act as departmental Subject Matter Expert.
- Provide reporting from various data sources to quantify volume patterns, Average Completion Time (ACT) changes, and other support center metrics to serve as documentation of realized impacts to process improvement
- Provide staffing recommendations to meet contact center contractual SLA metrics before and after improvement initiative implementation
- Provide reporting from various data sources in order to quantify call arrival, AHT changes, and other call center metrics to serve as documentation of realized impacts to process improvement
- Facilitate weekly meetings with the Operations team to discuss trends, projections, and to create a plan of action to meet contact center metrics
- Complete staffing analysis for budgetary reporting
- Other duties/projects as assigned
This job is no longer accepting applications
See open jobs at HYLA Mobile.See open jobs similar to "Hazard Forecaster" RRE.