Full-time
Call Center Workforce Management
USA Clinics Group
Northbrook, illinois
Primary Responsibilities:
- Analyze and Improve Metrics: Evaluate and enhance contact center performance and metrics to support internal and offshore strategies.
- Data Management: Source and mine data to support strategic continuous improvement initiatives.
- Work Scheduling: Generate and distribute weekly work schedules for call center representatives.
- Collaboration: Work with key leaders and operational units to identify and address improvement opportunities and drive KPI performance.
Requirements
- Attention to Detail: Ability to meticulously review and assess call quality, identifying areas for improvement.
- Strong Communication Skills: Proficiency in articulating feedback clearly and professionally to call center agents.
- Analytical Skills: Ability...