Job Description
Monitor live call/ticket volumes and agent real-time status in IT Service Desk
operations
Making instant adjustments to staffing, schedules, and workflows to meet service
level agreements (SLAs) for Phone, Web, Chat & Email channels
Track efficiency goals, balancing customer satisfaction with operational demands
by proactively managing issues like high volume spikes, absenteeism, or system
outages
Reporting real-time performance metrics to stakeholders
Watch live call queues, agent status (on call, break, training), and key
performance indicators (KPIs) like Average Handle Time (AHT) and Occupancy
Reallocate agents, shift workloads, or call agents back from breaks to handle
unexpected call spikes or understaffing
Monitor if agents adhere to their schedules and flag deviations to supervisors
Identify and report real-time issues (e.g., system outages, high absenteeism) and
w...