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View salary and benefits informationThe Contact Center Metrics Analyst II analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Responsible for monitoring the contact center workload and scheduling function. Being a Contact Center Metrics Analyst II maintains and adjusts staffing schedule assignments to maintain contact center key performance indicators. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. In addition, Contact Center Metrics Analyst II may require a bachelor's degree. Ty more...
The Contact Center Metrics Analyst I assists in analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Responsible for monitoring the contact center workload and scheduling function. Being a Contact Center Metrics Analyst I assists in maintaining and adjusting staffing schedule assignments to maintain contact center key performance indicators. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. In addition, Contact Center Metrics Analyst I may require more...
The Contact Center Metrics Analyst III analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Responsible for monitoring the contact center workload and scheduling function. Being a Contact Center Metrics Analyst III maintains and adjusts staffing schedule assignments to maintain contact center key performance indicators. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. In addition, Contact Center Metrics Analyst III may require a bachelor's degree. more...
The Contact Center Quality Metrics Auditor prepares and presents audit reports for management to identify the issues and performance. Monitors and measures the quality of inbound and/or outbound customer service calls. Being a Contact Center Quality Metrics Auditor typically requires a bachelor's degree. Assists with feedback and training of individuals who have contact with customers. In addition, Contact Center Quality Metrics Auditor typically reports to a manager. Being a Contact Center Quality Metrics Auditor gains exposure to some of the complex tasks within the job function. Occasionall more...
Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. May suggest and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. Work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. Typically requires 4-7 years of related experience. more...
The Contact Center Planning and Monitoring Senior Analyst tracks issues in the quality monitoring systems or tools and analyzes the results. Monitors and evaluates inbound and outbound interaction quality. Being a Contact Center Planning and Monitoring Senior Analyst works with other internal teams to define quality metrics. Provides feedback to improve performance and develops training programs. In addition, Contact Center Planning and Monitoring Senior Analyst may suggest and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. Being a Contac more...
Oversees and manages an organization's contact center operations and implements policies, objectives, and initiatives. Analyzes processes and develops key performance criteria and standards to monitor and manage agents' performance. Establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Develops collaborative partnerships with stakeholder more...
Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Typically requires a bachelor's degree. Typically reports to a manager. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. Typically requires 2 to 4 years of related experience. more...
The Contact Center Forecasting and Resourcing Analyst I assists in analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Responsible for monitoring the contact center workload and scheduling function. Being a Contact Center Forecasting and Resourcing Analyst I assists in maintaining and adjusting staffing schedule assignments to maintain contact center key performance indicators. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. In addition, Contac more...
The Contact Center Forecasting and Resourcing Analyst II analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Responsible for monitoring the contact center workload and scheduling function. Being a Contact Center Forecasting and Resourcing Analyst II maintains and adjusts staffing schedule assignments to maintain contact center key performance indicators. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. In addition, Contact Center Forecasting and more...
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