Job Description
Basic Functions
- Monitors the queue real-time and analyzing data across different measures such as service levels or staffing interval requirements to implement Rules of engagement.
- Generates schedules accordingly to meet the business requirements enabling superior customer service
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Report and track all system issues and outages
- Responsible for skilling audits for phone and chat representatives.
- Prepares and publishes the Intraday, end of day and other relevant reports while ensuring accuracy and timeliness of data
- Create reporting dashboard for business units.
Attend touchpoint meetings to provided previous day performance overview.
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