Job Description:
Lead in this role get to:
- Be the expert: Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR .
- Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level Extend support: Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants .
- Coordinate offline activities. Prepare EOD performance analysis reports Strengthen relationships: Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
- Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs
Qualifications:
Our most successful candidates will have: -
- At least one year work experience in a Call Center -
- Basic knowledge of MS-Excel -
- Basic understanding of call center KPIs: AHT, Service Level -
- Good verbal and written communication skills -
- Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required -
- High School Diploma/GED (±11 years) -
- Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary