Job Description
Responsibilities
- Monitor live call/ticket volumes and agent real-time status in IT Service Desk operations.
- Making instant adjustments to staffing, schedules, and workflows to meet service level agreements (SLAs) for Phone, Web, Chat & Email channels.
- Track efficiency goals, balancing customer satisfaction with operational demands by proactively managing issues like high volume spikes, absenteeism, or system outages.
- Reporting real-time performance metrics to stakeholders.
- Watch live call queues, agent status (on call, break, training), and key performance indicators (KPIs) like Average Handle Time (AHT) and Occupancy.
- Reallocate agents, shift workloads, or call agents back from breaks to handle unexpected call spikes or understaffing.
- Monitor if agents adhere to their schedules and flag deviations to supervisors.
- Identify and report real-time issues (e.g., system outages, high absenteeism) and ...
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