Job Summary
- Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business. Ensuring adherance to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
- Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
- Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production enviornement. Recommend procedural and operational guideline changes to improve communications and operational efficiency.
Duties/Responsibilities
- Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
- Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company's financial goals (efficiencies) are met.
- Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
Qualifications:
- Minimum 1 year call center experience.
- Ability to understand, analyze and report on call center metrics.
- Must demonstrate basic analytical, numerical, and problem solving skills.
- Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems.