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.