Performance Development Plan for Call Center Agents
The Aim: Producing a one click form populated with agents' performances on NPS, Utilisation, CallLog, Attendance, Release Rate, First Call Resolution... The application feeds automaticly from various montly reports to centralise all data in one single sheet and calculate the overall score by team and by agent. Each Team performance Summary is exported in PDF format to avoid any changes. A specific access for supervisors allows them to check data, with a 3 months overview, add comments and export the personal agent's performance summary as a PDF. Attached: A short extract of the guide sent to the supervisors to create the personal PDP sheet of each agent.
About Me
o Expert in Advanced EXCEL and its features o Excel VBA advanced skills o Excellent skills of Modelling, Portfolio Optimization, o Experience in designing and building applications o Data Reporting o Database and Report Development o Forecasting & Scheduling o Real Time / Intraday
$ 75 USD/hr
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