Manage real-time contact & case volumes, daily attendance, and program break schedules to ensure agent adherence and service levels are maintained.
Create, adjust, and optimize agent schedules to meet forecasted demand, ensuring efficient coverage during peak and non-peak hours.
Populate daily, biweekly, and monthly dashboards & reports
Provide clear and concise commentary associated with the reports.
Work closely with the operations team to analyse and help improve their delivery processes, outline clear corrective action plans along with the workforce manager
Use trends and reports to forecast requirements & flag out impact areas.
Assist with projects and other duties as requested or assigned.
Assist with creation of metrics and targets for services.
Generate ideas for process and service improvement planning.
Requirements
Bachelor's degree or relevant work experience.
Prior experience as a contact center agent or in a similar role is preferred.
Preferably with knowledge of using real-time monitoring tools and software.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to adapt to changing situations and make real-time decisions.
Knowledge of key performance metrics and their significance in a contact center environment.
Attention to detail and a sense of urgency.
Ability to work effectively in a fast-paced environment.
Flexibility in working a rotating shift schedule, as real-time analysis may require adjustments outside regular office hours.
Ability to take initiative
Must have good time management with the ability to work with minimal supervision and under tight timelines
