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.
Duties / Responsibilities 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 environment.
Recommend procedural and operational guideline changes to improve communications and operational efficiency.
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.
Planning and scheduling off-phone events.
Maintain confidentiality relative to organizational strategies, objectives, and practices.
Participate in functions / meetings as required.
Work on special projects as needed 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.
Ability to work with and apply to practical situations mathematical concepts such as addition, subtraction, multiplication, division, fractions, percentages, and ratios.
Excellent verbal and written communication skills. Ability to effectively present information across all levels of the organization.
Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-
placed, shifting priority environment.
Proficient in MS Excel.
Flexible schedule and impeccable attendance record.
Ability to write reports, business correspondences, and procedure manuals