Call Center Analyst
Seattle, Wa, Us
Developed, implemented, and monitored call center workflows and policies for opportunities to increase efficiencies at each of Safeco's four call centers.Project Lead - led the consolidation of the Indianapolis and Denver Service Centers.Developed staffing models, training classes, process improvements, based on my analysis of service center data such as, call volume, service levels, handling time, time utilization, etc.Improved customer experience by monitoring national call volume and adjusting national staffing levels to accommodate for increases in call volume.Site liaison for Bothell and Indianapolis - supported unit managers and leadership teams through root cause analysis, trending and making recommendations to increase efficiencies within the site.Produced short-term call forecasts to determine staffing needs across all skill sitesProficient with AT&T RoutIT, IEX's TotalView and AVAYA's CMS Supervisor