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Main Responsibilities:
- Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations.
- Coordinate with WFM and other Intraday specialist on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
- Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
- Provide historical reporting compilation as required by the campaign
- Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
- Minimum 6 Month experience in a call center environment
- Some experience with call center reporting and metrics preferred
- Proficiency in Microsoft Office Excel and
- Strong Analytical Skills required to critically assess situations and make decisions in real time
- Excellent problem solving and decision-making skills
- Ability to operate effectively in a team environment
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