Monitors the queue real-time and analyzing data across different measures such as service levels or staffing interval requirements to implement Rules of engagement.
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
Report and track all system issues and outages
Responsible for skilling audits for phone and chat representatives.
Prepares and publishes the Intraday, end of day and other relevant reports while ensuring accuracy and timeliness of data
Create reporting dashboard for business units.
Attend touchpoint meetings to provided previous day performance overview.