Partner with the Operations Team to manage agent adherence, schedule conformance, and absenteeism
Work with the Operations Team and the client (Bell) to identify, analyze, and provide recommendations to mitigate issues affecting our ability to meet requirements
Monitor queue performance and volumes to enable formulation strategies to mitigate surplus or shortfall of supply
Ensure that schedule corrections and activity validation is done in a timely fashion
Coordinate production of ad-hoc requests from our Bell partners
Works with the Operations Team and Bell Partners to resolve technical, outages and agent availability concerns
Monitors, audits and produces daily and weekly internal reports for absenteeism and staffing and provide feedback to other NQX and Bell WFM partners
Monitors and audits attendance of Ops Team Leaders
Generate ideas for process and service improvement planning
Assist with projects and other duties as requested or assigned
COMPETENCIES
Core Competencies (Must-have Competencies)
Analytical Thinking: Ability to assess data and performance trends to make informed, real-time decisions that positively impact service delivery.
Communication: Strong verbal and written communication skills to coordinate effectively with both internal teams and external partners.
Attention to Detail: Highly detail-oriented to ensure accuracy in monitoring, reporting, and adherence management.
Time Management: Excellent multi-tasking, prioritization, and organizational skills to manage competing demands efficiently.
Proactive Problem-Solving: Able to anticipate challenges and take initiative to implement solutions without constant direction.
Microsoft Office Proficiency: Skilled in using Microsoft Office applications (Word, Excel, PowerPoint, Outlook) to efficiently manage data, create reports, and communicate effectively.
