What We Offer:

• Night Shift allowance as per process
• Health Insurance
• Tuition Reimbursement
• Work-Life Balance Initiatives
• Rewards & Recognition

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 AUX 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. 

What We Expect You To Have:

• Build strong relationships with Team Leader, and team members. 
• Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.   
• Act as a role model at all times, adhere to high ethical standards. 
• Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development. 
• Be flexible in an environment by championing and embracing change.
• 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.

Knowledge of:

• 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.