Job Purpose:
Support day-today Call Center operations to meet targeted Service Level,
assist in scheduling agents on different shifts. Capacity planning, staffing,
publishing MIS reports on daily, and monthly basis. Support team leaders in
floor management and follow-up systems related issues and remedy tickets with
IT and other departments, provide management with regular & comprehensive MIS
reports for all teams operating in the contact Centre. Handle contact centre
related projects and manage system accesses for all contact centre staff.
Principal Accountabilities:
Delivery of Call Center Service Level targets as per agreed formula instructed
by senior management.
Assist in shifts ' scheduling, agents annual leave planner. Support in
preparing call center Shifts' schedule on monthly basis and make sure that
sufficient number of agents are scheduled on each line and queue to meet the
expected calls' volumes with minimum abandoned rate.
Maintain balance to have optimum employee engagement while achieving the
business objectives.
Support team leaders in managing the floor and agents' breaks, movements,
attendance, breaks, not-ready and log-out times, no- shows, swaps and overall
agents' productivity.
Monitoring Call Center systems performance, applications & hardware. Follow up
remedy tickets and provide management with analytical reports and feedback.
Supports in allocating call center staff system access and review internal
control and risk management reports. Granting, changing, deleting staff access
as and when required in coordination with Ops TL.
Ensure that all policies, procedures and security measurements are being
followed to control risk and save bank interest and assets.
Execute dynamic skill changes to drive staff efficiency and manage service
levels
The Role **Job Purpose:** Support day-today Call Center operations to meet targeted Service Level, assist in scheduling agents on different shifts. Capacity planning, staffing, publishing MIS reports on daily, and monthly basis. Support team leaders in floor management and follow-up systems relat…
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