Job expirat
Managing the performance of the contact center by providing analysis of historical patterns in order to forecast future call-volumes
Developing and modeling schedules that ensure service levels are achieved while balancing employee preferences
Developing and maintaining historical reporting
Maximize resource utilization
Working with cross-departmental contacts to gather information that will impact forecasting
Developing complex, statistical analysis of historical data
Review and understand call arrival patterns, seasonality impacts, and new business decisions to generate accurate forecast volumes at an interval level
degree in Statistics would be considered a plus
Advanced knowledge of all levels and functions of math--including experience with statistical modeling is considered a plus
Advanced knowledge of Microsoft Word, Excel and Access (especially Excel)
Excellent verbal and written communication skills
Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multitasking
Strong attention to detail
Any experiences had with a similar position and/or working with specialized software would be considered a plus
Experience in the contact center environment / excellent knowledge of specific KPIs
Ability to work under pressure
SQL, MySQL and/or VBA knowledge constitutes a plus
Fluency in English
responsible person, organized, flexible and adaptable
CGS Romania, is a leading call center- contact center solutions provider offering a unique combination of domain expertise and global capabilities delivered on a local basis.
At CGS Romania we are aware that our People are the key to our success.
