Hard Skills
AdvancedWorkforce PlanningThe strategic process of forecasting call volumes and scheduling staff to meet service level agreements efficiently.
IntermediatePerformance KPI TrackingThe systematic monitoring of agent metrics such as Average Handle Time, First Call Resolution, and Customer Satisfaction scores.
IntermediateTalent Acquisition for Call CentersManaging the end-to-end recruitment process to identify candidates with high resilience and communication skills.
IntermediateLabor Law ComplianceEnsuring adherence to employment regulations regarding shift rotations, overtime pay, and workplace safety.