-Communication to stakeholders of intra-day performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals, reporting phone, tools or network outages; making suggestions for corrections to any issues
-Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
-Manage operational forecast variance to plan
-Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
• Graduate of any Bachelor’s degree
• 1-2 years Contact Center Experience
• Experience in Workforce / Real time management
• Proficient in MS Excel & other Microsoft Office tools
• Workforce application familiarity
• Communication skills
• Analytical and reasoning techniques
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
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