Job Description
Description
Years of Experience:
2 – 4 years’ experience working in a Real Time Adherence Team
Key Role & Responsibilities:
Monitors call routing and flow real time Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc. Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches/Leveraging) Monitors real time activities Trouble-shoots real-time technology issues Reporting (Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc…) Monitors adherence/compliance to schedule and escalates for investigation. Ensure all required data is tracked and trended on a continuous basis Makes recommendations and routing changes based on observations I...