Partner with the Operations Team to manage agent adherence, schedule conformance, and absenteeism
Work with the Operations Team and the client (Bell) to identify, analyze, and provide recommendations to mitigate issues affecting our ability to meet requirements
Monitor queue performance and volumes to enable formulation strategies to mitigate surplus or shortfall of supply
Ensure that schedule corrections and activity validation is done in a timely fashion
Coordinate production of ad-hoc requests from our Bell partners
Work with the Operations Team and Bell Partners to resolve technical outages and agent availability concerns
Monitors, audits and produces daily and weekly internal reports for absenteeism and staffing and provide feedback to other NQX and Bell WFM partners
Monitors and audits attendance of Ops Team Leaders