Resource planning analyst| customer engagement center|

Key Responsibilities:

1. Generating a link between campaigns performance, scheduling and forecasting, and service levels to Engagement center contribution to overall AF Revenue (average revenue per call)

2. Productivity and Operations:           

• Live auditing and real-time monitoring of agent’s status
• Occupancy, idle time, login/logout, and schedule break overage of agents
• Call handling time of agents
• Intraday performance of call volume, managing shrinkage and staffing across multiple queues
• Fast resolution of daily operational systems issues

3. Revenue Generating:           

• Dialer management and optimization
• Monitoring of campaign penetration
• Analyze campaign performance and identify challenges
• Analyze and understand appointment behavior and identify solutions in reducing no show rates

4. Channel Management:        

• Proactive monitoring of different channels (800#s, Fastrack Web Sales leads, E-mail, Chat, Social, Outbound campaigns) and ensuring handling time is within business target
• 95% and above answer rate on 800#s
• 15 minutes action time on web sales leads

5. Reporting, Gap Analysis, and Forecasting

• Timely, consistent, relevant, and accurate daily, weekly and monthly reports
• Reports analysis and identify best practices
• Reports analysis and identify challenges and areas for improvement
• Daily reports of staff attendance
• Reconcile daily attendance against planned schedule

6. Customer Experience and Engagement:       

• Prepare monthly schedule to be shared two weeks prior to start of succeeding month
• Adhoc scheduling to ensure adequate daily resource coverage
• Manage one-on-one meeting of agents with Line Managers
• Manage courses training of agents for growth
• Asset and full system readiness of newly on boarded associates within 7 days working days from asset receipt
• Smooth transportation logistics of associates and other administrative support

Minimum Qualifications and Knowledge:

• Knowledge of contact center metrics
• Minimum 2 years relevant experience (contact center resource planner or business analyst in contact center field)
• Advanced proficiency in Excel, forecasting, and data analysis
• Results, quality, and detail-oriented with the ability to gather, interpret, and analyze data and information
• Strong organizational, planning and time management skills with the ability to prioritize tasks.