Job Description
Key Responsibilities:
+ Monitor agent status in real-time.
+ Monitors inbound operations to ensure optimal staffing levels.
+ Evaluate adherence and take immediate action to improve performance.
+ Facilitates real-time discussions with necessary stakeholders.
+ Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
+ Administers volume contingency action plans as deemed necessary and appropriate.
+ Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
+ Assist with creation if metrics and targets for services
+ Work closely with the operations team to analyze and help improve their delivery processes
+ Generate ideas for process and service improvement planning
+ Use trends and reports to forecast requirements
+ Assist with projects and other dut...
+ Monitor agent status in real-time.
+ Monitors inbound operations to ensure optimal staffing levels.
+ Evaluate adherence and take immediate action to improve performance.
+ Facilitates real-time discussions with necessary stakeholders.
+ Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
+ Administers volume contingency action plans as deemed necessary and appropriate.
+ Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
+ Assist with creation if metrics and targets for services
+ Work closely with the operations team to analyze and help improve their delivery processes
+ Generate ideas for process and service improvement planning
+ Use trends and reports to forecast requirements
+ Assist with projects and other dut...