Workforce specialist

Corporate Data

Plan for earling schedules by which they forecast numbers of inbound calls range received on weekly and monthly basis with certain Approaches directed from regional call center manager.
Monitor Earling Schedules successful implementation while it must be sent by 21th from each month to call center operation managers and regional call center manager to be discussed and then utilized across agents dedicated. Also this plan can be measured across historical inbound calls per intervals (half an hour) across different aspects as: number of total received inbound calls, missed calls, answered calls for previous 6 months while inbound calls actual execution that met range of 2000 calls above and below as actual ceiling compared to monthly planned achievements.
Decide numbers of calls expected then trigger all numbers per days per intervals, then send these plan for team leader and supervisor to be cascaded per agents according to their utilization, Maximum capacity and AHT then apply calls trend historical that may affect next Month plan.
Measure teams’ utilization by conducting expected number of calls across reservation and dental teams with different queues and projects.
Divide and decide teams’ dedication for reservation or dental queues according to each agent experience and AHT