What are the responsibilities and job description for the Global Command Center Analyst position at Hulu?
- Supervise, track, and measure volume, average handle time, staffing, and shrinkage to resolve if variances are not within acceptable ranges of the plan.
- Identify and communicate drivers; study previous day and the week performance indicating drivers of results.
- Observe and report abandonment, wait times, and other critical metrics.
- Action staffing adjustments during system issues/outages, communicate impacts via Post-Mortems.
- Coordinate prioritization between channels and lines of business based on shortages, events, or trends.
- Adapt to constantly evolving environments with proactive adjustments of plans to sustain critical metrics during periods of flux.
- Develop and champion working relationships with cross-functional teams, including BPO Partner Management, Operations, Training, Human Resources, Technology, and others.
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