Full time
Denver Water
Denver, CO, USA
Position Summary Develop, maintain, and analyze performance reports, scheduling, and data for operational decision making for Customer Relations. Monitor and report on intraday activities of contact center agents across a variety of channels, including phone, email, and chat. Essential Duties and Responsibilities: Collaborate with supervisors and managers by delivering data-driven reporting and analysis to support workforce scheduling, capacity planning, and operational performance tracking. Create a variety of reports for leadership and operations, including work volume forecasting, service levels, employee performance scorecards, and customer satisfaction surveys, for use within the section and division. Create and regularly review reporting needs, including performance, forecasting, capacity planning, and workforce management. Meet reporting deadlines and auditing goals. Collaborate with leadership to obtain information on section training, quality, and...


