• Preparation of daily, weekly, monthly reports reflecting all Call Centers activity • Preparation of daily, weekly, monthly reports reflecting CR department KPİs• Preparation and analysis of repeated calls statistics report• Planning and scheduling of working shift for all Call Centers according the call flow• Preparation forecast of calls for next weeks and generate schedules of CC agents according forecast• The shift adjustment• Classification of applies and analysis• Analyzing of IVR system activity indicators• Measuring and comparing calls handled by IVR systems versus calls directed to agents via ACD• Shift adherence analysis• Analysis of absentees according to the reasons and preparation of the corresponding reports• preparation of the reports reflecting the work activity of the Dealer Support, Subscription and Archive group and individual performance of the employees• Preparation of the reports reflecting the work activity of Customer Inquiries Handling group and individual performance of the employees