Program Mgr. - (US-MD-Silver Spring - 20997)

Minimum Education: None
Job Type: Full Time
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Responsibilities and Requirements : Conduct thorough analysis of activity and performance for all inbound customer channels managed by the customer care organization. Creates forecasts from the enterprise to the site/queue level and determines required labor and material resources to support projected activity. Creates and prepares regular and ad hoc internal management reports designed to effectively and accurately communicate the actual contact center data, financial results and trends. Supports call routing/load balancing and assists in contact center scheduling. II. This position is an individual contributor without direct reports. III. Contact Center Forecasts: Analyze historical volume, seasonal patterns, trends and events using a valid forecasting model/system to produce annual, seasonal, daily and interval-level projections of call volumes, staffing, and material resources required to successfully meet service level targets at optimum cost levels. Contact Center Reports: Design and implement a contact center reporting framework. Extract data from various ACDs and other systems, design, validate and produce regular contact center reports, agent performance scorecard, and ad hoc reports upon request. Call Routing/Load Balancing: Assists in the preparation of call allocation tables. Also responsible for routine monitoring of volumes and service metrics across the enterprise and makes real-time adjustments. Performance Analysis: Conducts various root cause and trends analysis and other studies to determine the actual or predicted effect of certain contact center activities and events on performance and/or cost. Contact Center Support: Handles other requests and projects as needed to support contact center needs.

Requirements : Advanced knowledge of Windows and Microsoft Office applications, including Excel and Access. One year exp. with Workforce Management systems, Aspect eWorkforce Management preferred. one year exp in call center environment, travel & hospitality industry preferred. Bachelors degree preferred. Thorough understanding of statistical analysis, i.e., Time Series Forecasting and regression analysis. Excellent interpersonal skills, including strong written and oral communication skills.

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