Job Description
Basic Functions
- Generates schedules accordingly to meet business requirements, enabling superior customer service.
- Adjusts schedules based on actual scenarios and provides overtime requirements or voluntary time off to ensure efficient and effective staffing.
- Monitors the queue in real time while tracking, documenting, and communicating agent activity across multiple lines of business.
- Prepares and publishes intraday and other relevant reports while ensuring data accuracy and timeliness.
Essential Function
- sRegularly performs volume and performance analysis and proactively communicates possible business impacts
- .Supports management with all necessary reports and planning models to facilitate decision-making
- .Monitors actual activities, compares them against plans, and makes recommendations for immediate changes
- .Ensures the appropriate number of agents a...