Analyse and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and
monthly basis
Analyse call volume patterns in Real Time to optimize work shifts, breaks, and lunches
Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as
well as attendance and behavioral issues
Identify call volume trends and averages on a monthly and quarterly/seasonal basis
Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
Good working knowledge of Microsoft Excel
Working with numbers, data analysis, and reporting
Experience with different WFM tools such iWFM, WFMNX, Verint, Salesforce, Looker, Tableu and AWS
