Responsibilities

• Act as the first point of contact for all service-related escalations on account of issues such as call routing, technical outage, unscheduled absences, unscheduled breaks, forecast deviations, etc.
• Constantly monitor, track, document and communicate real-time floor activities in terms of adherence to plan and processes defined.
• Send intraday reporting (Hourly Interval Reports, Productivity Reports).
• Manage client and stakeholder requirements.
• Provide knowledge of trends and total demand and relevant inputs to WFM leadership, client, and Ops leadership.
• Assist in detailing and documenting performance impacts to WFM leadership.
• Compare call forecasts with actual results to examine variances, proactively identify scheduling gaps and offer solutions to solve them.
• Provide performance analysis to ensure accurate, timely reporting to support business decisions.
• Interact with other de...