Assist with analysis to interpret operational trends and aid in creating recommendations for possible improvement strategies based upon customer satisfaction trends.
November 30, 2022
Performs ongoing adjustments of schedule to meet Service Level, training, policy notification, meetings, and coaching opportunities.
January 03, 2023
Develops and maintains call/issue reports and data models related to the Contact Center and Enrollment and Billing operations for the purpose of providing data analysis to the entire D2C organization, including senior leadership.
January 08, 2023
Communicate with front-line leaders to ensure they have the data needed to address staffing needs, both excess capacity and short-falls to guarantee service levels are maintained within target.
January 10, 2023
Monitor, record, and escalate real-time schedule adherence impacts including tardiness, absenteeism, and other schedule deviations as well as recognize and initiate escalation process for system outages and submit problem tickets to the help desk while working with Information Technology to initiate appropriate tactics to ensure service levels are maintained.
February 04, 2023
Creates, maintains and runs reports and dashboards within analytical tools to effectively track key performance indicators and measure historical trends.
February 13, 2023
Report system outages, adherence, skilling, and service level concerns to the WFM team, Contact Center Team and TAC Leadership as appropriate.
March 07, 2023
Demonstrated ability to communicate moderately complex issues and solutions across all levels of the organization, present complex ideas concisely and clearly articulate ideas verbally and in writing is necessary.
April 13, 2023
Manage forecast results by provide feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology.
April 25, 2023
