This is a printed copy of current questions for the Top Ranking Performers Awards. Note this copy does not include any routing based on answers. It is a copy of all questions and if you complete this off line, please log back into to enter the information.
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Best Contact Center Support Professional - Workforce Planning Benchmarking Survey

1.)What type of industry sector would describe your company best? (Please select the closest one)

2.)What does the contact center do? (Please select all that apply). NOTE: If you don't have a center select N/A.

3.)What kind of contacts does your center handle? (Please select all that apply). If you don't have a center select N/A.

4.)What is your specific job title and your key roles/responsibilities? (provide a detailed description)

5.)How many years have you been working in this role?

6.)What would you say is the closest to your job level within your company? (select one)

7.)What skills, knowledge etc do you have that makes you successful in workforce planning?

8.)Give a very specific example of a particular scheduling challenge and illustrate how you overcame the challenge

9.)What achievements have you accomplished in the last 12 months for your company? (Explain in detail and specify results where relevant. If you are part of a team where do you rank in terms of performance eg 1st/2nd etc)

10.)What lessons have you learnt in your job that now make you even more successful? Be specific and share some stories to illustrate what you mean

11.)What is the most important part of your job and why? explain so we can understand the reasons behind your response

12.)in your opinion, WHAT AND WHY are the TOP 3 metrics you should feed back to management from the work you do?

13.)Describe a typical day in this role - from the time you start to the time you finish and what you get done

14.)Who suggested you to enter this award (Job title only NO NAMES please) and why? (This is for background information)

15.)How many other people in your company are in the same role as you?

16.)If the answer to the question above is 5 or more, please tell us where you stand relative to the others for example are you #1, #2 etc

17.)To help us understand some of your successes in this role, please upload a short (no more than 5 minute) Video (mp4) OR Audio (mp3) of you talking about your achievements in the last 12 months. DO NOT wear any corporate clothing, mention your name or company name or have anything that will allow any judge to figure out who you are or where you work!

18.)What additional information are you able to provide that shows why you should be considered as the best in the region for this award

19.)If you qualify for the award finals and are asked to present your skills, knowledge, experience in 20 minutes or less, to a panel for judging purposes, what would you present and why?