Hi,
I am looking for a remote work as a data ****yst for your LiveChat and/or Call Center. I have a 3-year experience in handling support division data (Livechat and call center) with a US-based web hosting company (Host Department), as well as an experience with one of the biggest Call Center Provider in Indonesia (PT Infomedia Nusantara, Indonesia).
I have experiences in ****yzing livechat and calls data, including forecasting and staffing requirements (workforce management). With the ****ysis, you will get a better idea on how your support works, including your average hold time, handling time, abandon time, patience index (how long your clients are willing to wait in maximum to have their calls/chats answered), and most importantly, your service level. I can also show you how many calls/chats will be coming for the next period (weekly) down to the hourly intervals so you can have a better idea on how many agents you will need to handle the incoming traffic during each hour of the week.
FYI, I am using a refined method of progressive time series ****ysis with Erlang-C for Call Center (and modified Erlang-C calculations for LiveChat). Report Sample (not the actual methods) will be provided for those of you who are interested. Please PM me for the request.
I will commit to a 20 hour per week work on a remote location. Let me know if you have any questions
LiveChat and Call Center ****yst Job Request
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