Real Time Management Specialist
Posted on :
07-04-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2696297
- Monitoring contact volumes, AHT and Service Level against plan, and report issues to Operations where appropriate.
- Responsible for sending hourly reports to measure the agents attendance per shift and queue call productivity (Offered, Answered, AHT, ASA. etc.) and take the needed action accordingly when it comes to achieve and answering rate.
- Managing all on-the-day requests for advisor off phone activities, taking both individual queues and the plan into account.
- Coordinates appropriate staffing allocation and availability of staff in order to achieve service level objectives and maintain required productivity.
- Schedule design creation and maintenance of a best fit, dynamic schedule considering all skill-sets and demographical restrictions.
- Applying special events to schedule.
- Re-forecasting and re-optimizing where appropriate (Short-Term), to ensure that the plan is always accurate.
- Proactive communication with Supervisors / Team Leaders regarding any upcoming issues or changes.
- Maintaining a top-level view of adherence - challenge any adherence issues with Team Leaders. Ensure an ongoing intra-day adherence score Targets.
- Runs and analyzes reports through related applications in-order to recommend beneficial adjustments in the staffing and productivity
- Ensures that all reports originating from the department are accurate and reliable.
Employment Type
Full Time
Department / Functional Area
Key Skills
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