Overview

  • This position requires an ambitious, highly driven and committed member who understands the operational functions and KPIs of contact centers.
  • He/She will be responsible for managing the real time queue traffic, agent performance and skill profiling to ensure that the operations are within the accepted service levels.

What you’ll be getting up to: 

  • Manage intraday service level acceptable goals.
  • Monitor and Report real-time adherence to schedules & Not Ready Code usage for call center associates.
  • Initiate escalation procedures when KPI thresholds are exceeded.
  • Manage associate call-in line and update schedules to reflect accurate intraday projections.
  • Recommend overtime based on day of performance.
  • Provide a day of impact analysis for outages, staffing shortages, and other unplanned events.
  • Approve real-time requests for offline events.
  • Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
  • Stay current on internal policies and procedures.
  • Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
  • Administration of intraday schedule changes.
  • Provides intraday reports as assigned by the Senior/Supervisor/WFM head.
  • Real Time Monitoring – 40%
  • Agent Profile Configuration – 30%
  • Updating Reports and Templates – 20%
  • Ad-hoc – 10%

Requirements:

  • Ability to communicate effectively with stakeholders across different territories to relay real time changes in agent profiles and schedules..
  • Ability to gain agreement with stakeholders for real time action plans on queue traffic and agent performance.
  • Ability to be creative in communicating and adapting to diverse cultures and personalities
  • Ability to help others communicate their requirements clearly
  • Independent judgment and knowledge in managing and monitoring the day-to-day status of the CS KPIs.
  • Preferably college graduate with at least 1 year experience in Workforce management
  • Intermediate knowledge in MS Excel or Gsheet
  • Basic knowledge in Microsoft applications or Gsuite
  • Strong English written and communication skills
  • Knowledge of contact center metrics and environment is a must
  • Experience in Verint and Avaya platforms is a plus
  • Display excellent communication, problem solving and people skills.
  • Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.
  • Supportive of company goals and objectives, deliver departmental/team results and key objectives.
  • Display willingness to learn/fast learner

Gender :
Any

Age range :
N/A

Minimum qualification :
No_minimum

Minimum years of experience :
1 Year

Differently abled may apply :
Yes