Opportunity to participate in Monthly Give Back Initiatives for the Community
WHAT YOU’LL BE DOING:
Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on time reporting to Supervisors/Floor managers on the floor.
Sends day-end reports to management team
Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any
Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements.
Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.
Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA’s (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).
Assigning schedules for all reps.
Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.
Identify OCR’s/leaders on any violation of the code of conduct and non- adherence to the schedule.
Excellent Written English skills and Excel (Data Analysis) are a prerequisite.
Acts as a role model at all times and adheres to high ethical standard
Takes responsibility and initiative to develop core and personal skills
Is flexible in an environment by championing and embracing change.
Maintains a high degree of confidentiality while conducting day-to-day operations
Presents a professional, efficient, and service-oriented profile to clients and internal/external customers.
Ensures a high level of quality in all administrative efforts
WHAT WE EXPECT YOU TO HAVE:
Ability to Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments Computer programs including Excel, Word, Power Point, Outlook
Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.
Excellent communication skills (written and speaking)
Advanced Excel knowledge and Analytical skills are mandatory.
Basic knowledge of Operating systems such as Windows XP; Windows 2007 Software programs such as Outlook, Word, Power Point; related software, and Basic computer hardware.
Good knowledge of operations, preferable chat process or prior experience in RTM will be an added advantage
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