Monitoring agent activity / recommend more/less staff/hoops

•Using web analytics to analyze the proactive chat

•Review pro-active effectiveness.

•Develop more robust auto/suggested responses for agents.

•Recommend/author Knowledgebase content targeted at agent

•Review surfacing of agent Knowledgebase. As part of self-help system

•Review/implement proactive chat based on customer profile/issue

•Compile present analytics/reporting using embedded RNT (software) tools

•Review/address CSAT surveys/transcript responses

•Recommend performance improvement areas

•Review hoops effectiveness and recommend alternative/additional hours and agents.

The ideal candidate should have experience working and optimizing pro-active chat, lean/six sigma experience, analytics experience and drive collaboration across multiple stakeholders.

Pls contact Abhranshu at 958491 7778 for more details