Angela Sweeny Email & Phone Number

Greater Atlanta Area

Greater Atlanta Area

Work with vendors to ensure complete reporting, provide system update documentation and assist with training agents on new processes.Analyze metric data. Report findings and recommendations for improvement. Work closely with the vendors to implement changes.Provide call volume data for budget forecasting and planning. Provide vendors with call volume.

Compile and maintain scorecard data for communication to incentive vendor. Work closely with vendor and call center leadership to ensure accurate performance data and updates to online reports according to the needs of the business.Gather and analyze quality monitoring data. Report findings and recommendations for improvement through monthly Quality.

Compile and distribute monthly metric data to call center management.Maintain headcount and attrition reports for all call center departments.Provide information for budget forecasting and planning. Prepare schedules in accordance with budget forecasting.Document and analyze processes for all positions of Workforce Planning.Create specialized reports for.