MI Anaylst - Haywards Heath
The MI Analyst will drive the evolution of the contact centre through the design, creation and management of a work forecasting, resource planning and... scheduling and rosters to optimise resources
manages queues, call routing and the IVR
designs and delivers all contact centre operational reporting and dashboards
supports the management team in ... clients forecasts, historical calls/e-mails/other work traffic data, contact centre performance and a range of planning assumptions
Own, manage, design and document all call routing and IVR ... (eg Excel) and other common reporting and analysis tools.
Detailed knowledge of contact centre technologies including call delivery/telephony, IVR configuration and routing, skills routing...