Job Description
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 year of RTA experience
✓ Proficiency in Microsoft Excel (use and design of Macros)
✓ Working with Reporting packages & databases (SQL etc)
✓ Analytical, and problem solving skills and be very detail oriented.
✓ Demonstrated oral and written communication skills.
✓ Must be able to work with minimal direction and be very flexible to coordinate complex activities that
are often subject to rapid or extensive changes.
