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Job Description
- Ensures operations are performing according to key call center performance metrics such as service level, ASA, utilization, adherence.
- Monitors operational performance in real-time according to operational metrics and targets, applying RTM actions when needed, and reporting performance along with evidence documentation.
- Executes plans and ensures effective implementation of schedules.
- Escalates any drops in performance metrics such as service level, ASA, utilization, adherence to concerned parties.
- Modifies the staffing plan to ensure meeting the respective targets.
- Administes Call Center Agents’ scheduling.
- Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns
- Acting as a focal point with all the concerned parties at supporting functions and operations at Atheel & Vodafone client in terms of: SLA/Delivery tracking, floor control & adherence tracking, investigating outages & all the unplanned incidents, then making the necessary follow-ups, reporting and documentation of these cases.
- Performs other related duties
Job Requirements
- At least 3 years of call center operational experience (Operations -and WF).
- Telecom experience is a plus.
- Flexible to work across shifts.
- Flexible to work across sites.
- Expert level in MS Excel is a must.
- Excellent understanding of WFM concepts.
- Excellent understanding of staffing and scheduling methodologies
- Very good understanding of Operational performance metrics and targets.
