Descrição
Role Summary
Responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, occupancy, tardiness, conformance & handling real-time.
What’s On Your Plate?
- Executes plans and ensures effective implementation of schedules
- Administers SSC agents’ scheduling
- Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns
- Reconciles daily attendance with agent’s schedule and time in/out reporting in coordination with operations
- Create and deliver daily, weekly, and monthly WFM reports
- Communicate changes to scheduling to ensure suitable daily resource coverage
- Maintain running reports of attendance incidents
- Provide analytical support to operations and propose recommendations to enhance efficiency as needed
- Manage non-productive time request process, ensuring activities are planned without impacting SLAs
- Perform any additional related tasks
Requirements:
What Did We Order?
- Organizing and time management
- Good communication skills
- Attention to details
- Good understanding of workforce management methodologies
- Good business writing skills
- Good presentation skills
- Good analytical skills