Altamonte Springs, FL22 days ago
Provide ongoing operational analysis of call center operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.). Work with Member Solution Center Director and senior management to accurately forecast call volumes, analyze historical call volume; project budgetary expenses, determine future costing and assist with training and new hire numbers.