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Job Description
- Responsible for ensuring that operations are performing according to key call center performance metrics.
- Executes plans and ensures effective implementation of schedules.
- Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.
- Communicate changes to scheduling to ensure suitable daily resource coverage.
- Maintain running report of attendance incidents.
- Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.
- Manage nonproductive time request process ensuring activities are planned without impacting SLAs.
- Perform any additional related tasks. Areas Job Impacts: Project KPIs (Performance Metrics)
Job Requirements
- Proficiency in MS office software.
- Good Business Writing Skills.
- Very Good Analytical Skill
- Understanding the nature of the call center industry.
- Basic knowledge of COPC Standards Approaches.
- Good understanding of workforce management methodologies.
- Organizing and Time Management
- Good Communication Skills
- Dynamic Ability to work under pressure
- Team Player
- Attention to Details
- Ability to handle Multiple Tasks.
- Ability to handle ambiguity and change
- Problem Solving
