Job Description
Essential Functions/Core Responsibilities:
• Manage Real Time exceptions in a large call center environment
• Provide communication to and from Operations and other support departments for escalation of service-impacting issues
• Oversee call flow, real time, through workforce management tool (i.e. IEX).
• Monitor intra-day call and work volume as compared to forecast.
• Completes real time activities related to staffing Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
• Ensures that service level reports to scan for issues and anomalies and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)
• Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance)
• May conduct manual studies or analysis due to system shortfalls (i.e. AHT, etc.)
• Manages special...