Description

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

Key Skills
Education

Bachelor’s Degree

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