Main Responsibilities:
* Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations.
* Coordinate with WFM and other Intraday specialist on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
* Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
* Provide historical reporting compilation as required by the campaign
* Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
Job Requirements:
* Minimum 6 Month experience in a call center environment
* Some experience with call center reporting and metrics preferred
* Proficiency in Microsoft Office Excel and
* Strong Analytical Skills required to critically assess situations and make decisions in real time
* Excellent problem solving and decision-making skills
* Ability to operate effectively in a team environment
* The candidate Must Be Graduated From Information Technology or Any related field. * Years of Experience: From 1-3 Years At Least * Able to multi-task in a fast-paced, high-stress environment and ensuring follow-through on every task & project. * Good analytical and problem-solving skills. …
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