Call Center Analyst
Create and maintain reports for director, publishers and management team regarding call center metrics
- Provide Weekly Call Center Metrics Report to Director, Publishers and Management ream.
- Monitor queue for call volume patterns and trends. Provide updates throughout the day to management team.
- Provide productivity stats to Call Center Supervisor and Manager.
- Create ad hoc reports as requested by management. Projects as assigned.
- Weekly Dashboard for Stop Save Detail Report (Tableau and Excel).
- Maintain Access databases for call volume, email volume and productivity statistics.
- Excel, Access, Power Point, Word, Tableau, and Outlook
- Report system outages to the director and management team. Open ticket with help desk and assist with resolving issue.
- Forecasting call volume based on historical data and call arrival patterns.