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Capacity Planning And Reporting Manager

Country : Hungary Hungary

Town : Budapest

Category : Retail

Contract type : Permanent

Availability : Full time

Job description

Capacity Planning and Reporting Manager The role conducts detailed analyses of EMEA CC contact center operations performance using varied sources of data. The role will have working knowledge and understanding of all KPI's and targets and will use his/her analytical skills to partner with leadership to provide insight into key trends in performance, demand drivers, cost and opportunities. This role also focuses on the analysis of the key factors driving staffing needs and makes recommendations that assist in maximizing contact center performance in a cost-effective manner. Key Responsibilities Maintain and publish standard reports for CC operations Perform ad hoc analyses as needed, support UAT and special projects as assigned Able to deliver analytical reporting using varied sources of data, including but not limited to, workforce management, quality, custom channel applications, and CTI/CRM/IVR solutions for all channels Analyze complex data, identify anomalies, and provide useable insight to CC leadership team Provide ongoing analysis of existing reporting structure and make efforts to provide recommended enhanced solutions in an effort to drive reporting efficiency Follow processes and protocols for ensuring the quality of reporting outcomes and analyses; identifiy ways to ensure data integrity and validate reporting results to deliver a high degree of confidence in the final outcome Support the Quality Monitoring program needs by updating the Scoring database as and when needed Maintain comprehensive inventory of all reports and associated data sources. Ensure accurate documentation for data elements, reports, and processes Create and maintain databases to ensure appropriate staffing level. This is accomplished by analyzing past trends, forecasting future volumes, and creating a plan to allocate resources to maintain customer service levels Analyze staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level Provide process improvement and operational improvements to management Analyze intraday call forecasts and communicates to management team Create, implement, track, and communicate interval and daily, weekly, monthly productive hour requirements and expectations for the contact centre Determins and communicate monthly FTE estimates and hiring plans within areas of influence. Design schedules for the shift bidding or mini bid process, ensuring the schedules match the arrival of calls or non- phone work queues Q

Profile

Skills and Experience At least 5 years' experience in contact centre roles, 3+ years of relevant experience in business, statistical or data analysis Ability to assimilate facts/data from various sources & develop analyses that provide key business insight Ability to identify obstacles & develop solutions Strong organizational and time management skilss Proficiency with Excel (including pivot tables, v look ups) Thorough understanding of key performance measurements and attributes Effective communicator both in written and verbal form Experience with Interactions Optimizer and Business Objects Experience working with contact center metrics Strong level of English both in written and verbal form
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