Job Description:

• Responsible for providing operational floor support (remote & physical) and ensure smooth delivery of SLAs through efficient workforce management.
• Manage the real time traffic control, attendance, breaks forecasting and scheduling operations for the call center.
• Coordinate with Call Center management to ensure a proper plan is created and executed to so service level requirements are met.
• Maintain current knowledge of policies and procedures and implements process improvements.
• Manage user permissions, credentialing and removals.
• Notify management of agent adherence issues.
• Own process of variance explanations.
• Monitor real time call volume and handle time performance to ensure the appropriate flow of calls the correct people.
• Review staff levels in real time to ensure adherence to schedule and makes adjustments to active schedules as needed.
• Maintain all operational reports including attendance, payroll, breaks, outages tracker etc. to bring visibility in terms of departmental performance.
• Assist in voice / non-voice volume handling whenever required.
• Perform any other task as assigned by the management.

We are looking for:

• Minimum Education: Minimum Graduation.
• Required Experience: Minimum 1 year call center experience.

Skills:

• Thorough knowledge of excel and other reporting platforms.
• Excellent communication and presentation skills.
• Analytical mind and business acumen.
• Strong knowledge of customer care processes and techniques.
• Problem-solving aptitude.
• Flexible and open personality.
• Well versed with industry best practices.
• Specialized certification is a plus.