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 forecasts for inbound call volume and outbound dialing monthly.Document and maintain system related process documentation for all… Show more 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 forecasts for inbound call volume and outbound dialing monthly.Document and maintain system related process documentation for all departments. Troubleshoot system issues. Work closely with leadership to create requirements for new processes or improvements/updates to existing processes. Manage changes through implementation.Add and maintain system users and access.Create specialized reports for data not available in report format. Analyze data and make necessary recommendations on usage. Show less

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 Summary report.Provide call volume data for budget forecasting and planning. Prepare schedules and make shift bid recommendations in… Show more 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 Summary report.Provide call volume data for budget forecasting and planning. Prepare schedules and make shift bid recommendations in accordance with call volume and budget forecasting.Update monthly reports for regulatory reporting. Create ad hoc reports for regulatory and executive reporting and/or business planning.Create specialized reports for data not available in report format. Analyze data and make necessary recommendations on usage. Show less

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 data not available in report format. Analyze data and make necessary recommendations on usage.Create spreadsheets for… Show more 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 data not available in report format. Analyze data and make necessary recommendations on usage.Create spreadsheets for business case calculations such as cost and budgeted FTE. Show less