Key Responsibilities:


+ Monitor agent status in real-time.

+ Monitors inbound operations to ensure optimal staffing levels.

+ Evaluate adherence and take immediate action to improve performance.

+ Facilitates real-time discussions with necessary stakeholders.

+ Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports

+ Administers volume contingency action plans as deemed necessary and appropriate.

+ Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

+ Assist with creation if metrics and targets for services

+ Work closely with the operations team to analyze and help improve their delivery processes

+ Generate ideas for process and service improvement planning

+ Use trends and reports to forecast requirements

+ Assist with projects and other dut...