Job Summary Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business.
Ensuring adherence 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 enviornement.
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