Job Description
Job purpose
Primarily responsible in closely monitoring real time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.
Duties And Responsibilities
Quality Management
- Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
- Monitors Bi-hourly call volumes, AHT, and staffing requirements. Alert Operations management on
threshold violation
Information Management
- Verifies communication of all information relevant to staffing
- Plots PTO/SWAP in the database as against allocation
- Update employee and team data maintained in the workforce management software
- Facilitate agent skill assignment
Report Generation
- Monitor, track and report agent schedule adherence and employee occurrences
- Ensures timeliness and accuracy of the entire reports needed for an account where they are specifically
assigned
- Monitor and report allocation to workforce management team that may trigger changes in staffing plan
and schedule
Liaise with Other Departments/Units
- Act as cross-functional single point of contact for Workforce Management with Information Technology
and Telecommunication regarding system-related issues that impact production. Track and report
issues and resolution
- Assist Operations Management with any schedule or staffing information requirement
Qualifications
- At least 1-2 years of RTA experience
- Preferably with Line Adherence experience
- Must be amenable work onsite in Global One Eastwood
- Amenable to work on a shifting schedule
