Dell Contact Center Analyst in Eldorado do Sul, Brazil

  • Analyze performance trends, including contact volume, contact patterns, absenteeism, staff productivity & attrition rates

  • Agent Scheduling & event Management

  • Manage schedule adherence and absenteeism

  • Real time management to ensure that the plan be reached

  • Communicate identified intraday risks to the business leaders and report actions taken to eliminate/reduce impacts

  • Root cause analysis for SLA deviations proposing actions to recovery results

  • Provide proactive analysis and recommendations to assist the business achieve their targets

  • Send reports and analysis within the deadline and with accurate information

  • Ensure that all requests from business leaders to be addressed properly and within the deadline

  • Work with IT and Business to solve quickly system issues that affect the team's performance

  • Desirable English proficiency

  • Knowledge and understanding of Contact Center Practices

  • Advanced MS Excel (using formulas, graphs and pivot tables) and MS Power Point (preparation of presentations including tables, charts and graphs) and desirable knowledge of MS Access

  • Excellent inter-personal relationship

  • Writes accurately, clearly and concisely

  • Works on abstract and complex problems requiring evaluation of intangible variables

  • Develops innovative and creative output based on interpretation and analysis that improve business performance and contribute to corporate goals and strategic intent