Job Description
Job Description
Key Responsibilities
- Real-Time Monitoring & Queue Management
- Monitor real-time queues across: Inbound/Outbound voice, Chat, Email, Back‑office workstreams.
- Track performance against key metrics: Service Level (SL/ASA), Queue depth, AHT, Abandonment rate.
- Ensure queues are balanced and staffed appropriately.
- Intraday Performance Management
- Compare actual performance vs forecast and schedule.
- Identify variances and highlight risks proactively.
- Execute immediate corrective actions to maintain SLAs: skill reassignments, queue prioritization, task redistribution.
- Adherence & Shrinkage Monitoring
- Track real‑time schedule adherence at agent and team level.
- Highlight non‑adherence and coordinate with Operations for corrective action.
- Monitor shrinkage (planned vs unplanned) and flag deviati...
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