Generates schedules accordingly to meet the business requirements enabling superior customer service
Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data
Essential Functions
Regularly performs volume and performance analysis and proactively communicate possible impacts to business
Supports management with all necessary reports and planning models to facilitate the process of decision making
Monitors actual activities and compare it to plan and make recommendations for immediate changes