JOB SUMMARY: Responsible for the day-to-day activities of Workforce/department needs; monitoring and managing real time adherence for the account across both sites along with scheduling and assisting in forecasting.
KEY RESPONSIBILITIES:
General
● Allocate agent resources to ensure service level, occupancy and adherence standards are achieved using various call management and scheduling applications.
● Monitor Contact Center schedule real-time-adherence.
● Maintain communication with team Forecaster and Scheduler regarding intraday performance needs and changes, report attrition.
● Relay and document accurate technical interruption/outage information to appropriate support departments and escalate to management. Recognize and react to drastic changes in call volume trends.
● Supply management with timely and accurate service level and other performance or staffing variance reporting intra-day, daily, weekly and monthly.
● Ensure maximum efficiency and fulfill staffing requirements by utilizing various call management and scheduling applications
● Track, analyze and report agent trends in performance information to supervisors and management timely and appropriately.
● Respond to leadership and management email requests within agreed SLAs and answer phone inquiries from internal customers.
● Identify process improvements and make recommendations for follow-through.
● Be aware of any issue outside of the call centre that can affect call volumes
● Perform other miscellaneous duties as assigned.
● Prepare billable hours for invoicing at the end of the periods requested.
Reporting
● Examine and evaluate purpose and content of business reports to develop new, or improve existing flow, format, frequency, distribution and purpose or function of report
● Confer with persons receiving reports to identify problems and to gather suggestions for improvements
● Evaluates findings, using knowledge of workflow
● Recommends establishment of new or modified methods and procedures to improve performance, efficiency or effectiveness
●
● Create a synopsis of the attached report outlining,
○ Opportunities
○ Successes
○ Game plan (or action/s taken) to improve opportunities
○ Concerns
● Follow up on concerns and opportunities to ensure these are resolved
Job details are sourced from the employer's original posting.
Open job postingAbout the company
ITEL is a global customer experience (CX) company that provides customer service, technical support, and back-office solutions to clients worldwide. They specialize in delivering tailored solutions to enhance customer engagement and operational efficiency for businesses across various sectors.