I will create any Operations specifically for Call Center

(1)
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.