Real Time Analyst_ Resource Planning
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Ascensos is an innovative customer care outsourcing specialist. We offer multichannel customer contact solutions across both traditional and digital channels.Cerinte
Ability to take initiative Flexible team player with a positive attitude Must have good time management with the ability to work with minimal supervision and under tight timelines Capable of managing multiple, simultaneous projects Must be friendly and professional with a positive attitude Organized with the ability to quickly and effectively adapt to change Excellent attendance record Able to communicate professionally - oral and written, both English & Romanian Problem solving skills Adherence to the schedule and performance on previous projects will be taken into consideration for this position
Manage the call volume, daily attendance and program break schedules Assist with creation if metrics and targets for services Work closely with the operations team to analyse and help improve their delivery processes Generate ideas for process and service improvement planning Produce daily, biweekly and monthly internal reports Assist with projects and other duties as requested or assigned
Skills and Qualifications:
Demonstrate sound work ethic Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email VBA macros an asset Experience with IEX, CMS, Avaya an asset Ability to create reports in Excel and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods of time Previous Work Force Management experience is considered an asset