Job Description
Main Responsibilities
- Manage call volume, daily attendance, and program break schedules to optimize agent allocation.
- Assist in setting metrics and targets for service excellence.
Scope of Work
- Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations.
- Evaluate adherence and initiate immediate improvements.
- Conduct real-time discussions with stakeholders to address operational needs.
- Generate and process schedule adherence reports, implementing contingency plans as required.
- Collaborate with the operations team to analyze and enhance delivery processes.
- Contribute ideas for process and service improvement planning.
- Utilize trends and reports to forecast requirements.
- Support projects and additional duties as assigned.
About You
- At least 1-2 year experience as Realtime Analyst in BPO industr...
Apply for This Position
Ready to take the next step? Click the button below to submit your application.
Submit Application