Job Description
Position Summary Tracks results to enhance skill-based call routing programs.
Prepare reports to show contact center performance and/or issues and distributes in a timely and accurate manner to essential personnel.
Utilizes real time monitoring of skills-sets and routing to ensure effectiveness.
Drive innovation and support call center and customer service operations. This position requires a highly motivated individual to contribute and be part of a proactive, responsive and customer focused team. Individuals must possess strong analytic and problem-solving skills and recommend actionable solutions to address issues and improve operational efficiency. Gather and define key performance requirements and develop system metrics to track trends in usage and data integrity. Accountable for the global contact center omni channel environment to reach optimal occupancy and availability targets.
Essential Duties and Responsibilities: