Responsible for analyzing, reporting and developing recommendations on data related to multiple, varied business metrics. Creates and maintains databases to track business performance.Analyze data and summarize performance using summary statistical procedures. Develope and analyzes business performance reports and provide notifications of performance deviations and anomalies. Create and publishes periodic reports, make necessary recommendations, and develop ad hoc reports as needed.

Responsibilities•Create and maintain CCPulse+ templates for management from agent groups to enterprise level.•Create reports for agents and agent groups in Genesys Web.•Onboard and offboard agents profiles in CME and WFM Config Utility•Generate forecast and schedules in Genesys Web.•Create different call data reports in SAP Business Objects XI.•Create and configure agent profiles to log in to Genesys Agent Desktop.•Create and track call stats reports in MS Excel and Access to analyze call patterns and staff requirements•Monitor real-time call volume and react to fluctuations in call patterns based on business needs•Manage volume for automated dialer campaigns.•Create and manage SSIS packages for SQL uploads.

• Responsible for monitoring staffing and service levels on a real-time basis for different skill groups• Responsible for creating several reports in order to monitor, track, and analyze call center performance• Evaluate and analyze historical trends to recommend strategic and tactical operational plans for different skill groups• Facilitate stand up meetings to discuss daily stats and call trends in order to improve utilization throughout the call center• Process time off requests for agents based on projected call volume and coverage in different skill groups• Worked with multiple departments to coordinate and schedule trainings for over 1000 employees in the call center while ensuring minimal impact on service levels. • Create trouble tickets to help identify and track problems to resolution

• Responsible for monitoring service levels and real-time call volume for different departments as well as generate hourly performance reports.• Conceptualized and implemented an attendance tracker report, which tracked daily, weekly, and monthly attendance and provided comparison variance reports. • Created agent schedules in AVAYA & IEX based on call forecasting which helped managed utilization.