I will create any Operations specifically for Call Center

(1)
create any Operations specifically for Call Center
create any Operations specifically for Call Center
create any Operations specifically for Call Center
create any Operations specifically for Call Center

About This Gig

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


Frequently Asked Questions

  • Can you create a report in Google spreadsheet?
    I am not using Google spreadsheet a lot, and some functionality are not working in the same way as an excel sheet so it depends on the request.