Operations Coordinator

Your specific responsibilities include: • Develop, communicate, maintain and update schedules to optimize • Monitor shrinkage, schedule adherence, variance reports of daily traffic volume, headcount analysis and real time performance. • Monitors, reviews, and provides recommendations for optimal intervals for non-phone activities(training, meetings, coaching, etc) • Prepares root cause analysis of Service Level performance, staffing and update reasons for aberrations for pervious days/ pervious week • Identifies course of action or makes recommendations relating to staffing deviations based on observations (Shift Extensions, Overtime offers, Schedule adjustments, skill changes) • Analyses forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels • Ensure that optimum service levels and other KPIs are achieved on a monthly, daily and intraday basis to drive up service level consistency performance • Assumes and performs other duties and responsibilities as required Be part of an extraordinary story Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible Qualifications About you To be successful in this role, you must have the following qualifications and skills. • For High School/ Vocational/ Diploma qualification, minimum of 3 years of job-related experience is required • For Bachelor’s degree qualification, minimum of 2 years of job-related experience is required • Strong knowledge of forecasting and scheduling using a WFM system • Contact Centre experience • Excellent written and spoken English