Brief Description

Primary responsibility is to provide key analytical services to business operations areas in relation to performance and reporting of the call centre on daily, weekly and monthly basis.

Key Responsibilities

  • Extracting and sorting data from CMS and Avaya system.
  • Analyse contact centre performance metrics (SLA, ASA, AHT, abandon rate, adherence).
  • Providing commentary and recommendations of previous day performance to increase call centre efficiencies.
  • Forecasting capacity planning – monitoring staff movement, staff requirements and team changes.
  • Complete monthly costing report for forecasting monthly expected staff expenses.
  • Monthly business review of sales performance, quality, attrition, contact centre metrics etc.
  • Identifying new requirements and potential enhancements to MIS reporting processes and operational procedures in alignment with current business requirements.
  • Auditing of Monthly Schedules to ensuring schedules are accurate and meet business requirements.
  • Assist and provide recommendations on how to improve efficiencies to other departmental supervisors.
  • Facilitate innovative ways of improving current practices and analysis of contact centre metrics.
  • Review monthly helpdesk tickets logged and identify ongoing trends.
  • Maintaining and updating of call logging systems.
  • Performing daily backups of call logging databases.
  • Direct daily operations of department, analysing workflow, establishing priorities, developing standards and setting deadlines.
  • Bi-Annually reviews and updates 100% of assigned staff job descriptions.
  • Conduct performance reviews with all direct reports.
  • Preparing and executing ad-hoc tasks and reports.
  • MySQL Development / Analysis
    • Develop Daily / Weekly / Monthly reports.
    • Provide insight into contact centre performance.
    • Provide insight into contact centre call reasons.
    • Update and maintain contact centre Dashboard.

Key Achievements

  • Development and implementation of an internal call logging system.
  • Roll-out of call logging system to Virgin Mobile Franchise Stores.
  • Implementation of the MiTel telephony platform.
  • Development and implementation of a sound reporting structure within the Contact Centre environment.

Reason for Leaving

Seconded to IT Department