Job Summary: Involves monitoring key performance metrics, such as call volume, wait times, and agent performance, and making necessary adjustments to staffing in real-time. Responsibilities:
- 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.
Main Qualifications: - Excellent to Fluent English.
- Experience in forecast and scheduling of not less than 1 year.
- Advanced Microsoft Office Skills.
- Strong knowledge of RTM Management and related calculations.
- Intermediate knowledge of various forecasting / scheduling/productivity software.
- Strong organizational skills.
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
- Ability to communicate data/forecasts to all levels of employees in an understandable fashion.
- Ability to work independently with minimal supervision.
- Capability of Problem Solving.
- Power BI basic Knowledge
- SQL basic knowledge