Capacity Analyst Resume

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PROFESSIONAL EXPERIENCE:

TELUS International

Capacity Analyst

Responsibilities:

Administrator for Avaya(CMS), Nice(IEX), and Verint (Impact 360)
Scheduling for over 100+ agents
Reporting - historical and real time to help make the call center more efficient. Also create reports in excel for the team leader, and operation management.
Reset password for windows and client base tools
Make sure all the agents tools is working
Avaya make sure the phone is and computer is working and sync. Also program the phones so Avaya and client tool can work together.
Manage the Queue to service level and Bill to pay
Maintain order and control of the call center floor
Desktop Support

Confidential

Workforce Management Coordinator

Responsibilities:

Real Time Coaching For All Agents Violating Any Policies
Reset All Passwords For All Client-Based Tools
Analyze Historical D Confidential (Reports) and Real Time D Confidential To Make Any Changes To Staffing.
Experienced In Queue Management, Directing Others To Effectively Manage Queues (7-10 Different Queues) Per Business Needs
IEX Trained. Working Knowledge Of Scheduling Within IEX, As Well As Inputting Exceptions, Utilizing Intraday Forecasts To Ascertain Actions Based Upon The Business Needs Of The Company
Compiling All Daily Metrics Into Performance Report And Distributing It To The Regional Director And Site Manager By Utilizing People, Intraday, & Sod Reports
Monitoring call traffic and Agent Phone State Usage and Making Necessary Recommendations and Adjustments.
Monitor And Adjust Call Routing Allocations And Agent Skill Sets To Ensure Calls Are Handled As Efficiently And Effectively As Possible.
Dialog With The CRS Regarding Phone State Usage To Help Drive Availability
Make Recommendations To Management Around Over-Time Needs, Off-Line Work, And Other Events That Will Drive Efficiencies And Profitability