Job Description

Main Responsibilities:

  • Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations.
  • Coordinate with WFM and other Intraday specialist on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day. 
  • Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
  • Provide historical reporting compilation as required by the campaign 
  • Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.

Job Requirements:

  • Minimum 6 Month experience in a call center environment
  • Some experience with call center reporting and metrics preferred
  • Proficiency in Microsoft Office Excel and
  • Strong Analytical Skills required to critically assess situations and make decisions in real time
  • Excellent problem solving and decision-making skills
  • Ability to operate effectively in a team environment

Working Time

Full Time

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