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Responsible for the real time monitoring to achieve contractual "speed of answers" and minimizing costs. Review employee availability through attendance and adherence monitoring in accordance with organization policy, client service agreements and applicable legal requirements.
Daily monitoring of the implementation of contractual KPIs – Drive high scheduling efficiency, track Shrinkages, Overtime, Volume, HC, Productivity and Service Level.
Control of employee productivity at regular intervals throughout the day. Communicate expectations to employees and provide timely updates. Inputs Intraday corrections and exceptions into systems for employee time off and absences.
Monitors and resolves employee availability concerns via face-to-face communications, phones, and messaging applications with employee and command center.
Preparation of daily and monthly schedules. Handle changes and optimize schedules to match inbound volume patterns. Recognize scheduling issues and escalate as necessary.
Communication with Operations, Client and other Support Staff to escalate risks and possible actions to meet agreed Service Levels.
Analyze both common problems and unusual activities to find solutions and improve the quality and efficiency of Customer Service.
Effectively handle reports on performance KPIs to ensure a certain quality standard day to day, week to week, month to month.
Responsible for general incident reporting. Initiates and coordinates trouble tickets and escalate issues as required.
Skill in verbal and written communication to analyze, interpret and address customer needs
Ability to be flexible and quickly adapt to changing business needs and processes
Skill in problem-solving and conceptual thinking
Knowledge of scheduling systems
Ability to work in a time-critical environment
Willingness to work a flexible schedule