To manage care reporting, MIS, and all workforce management tasks, including analyzing agent historical performance; generating and overseeing schedules, and schedule adherence in order to enhance the overall customer experience journey within the Organizational policies and procedures.
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Responsibilities
- Define the most accurate forecast for different functions and calculate the right sizing per function.
- Coordinate with operations team to implement work schedule, keep track of the changes to forecast, and shift swapping.
- Provide timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at the team and individual agent level.
- Perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces.
- Maintain accurate employee information in WFM and other databases.
- Monitor schedule adherence and notify the operations team when agents are out of adherence.
- Work out various alternatives for identifying staffing needs and sources.
- Manage day-to-day Dialer and report daily activity to include all relevant reports e.g., Calling list and campaign.
- Monitor the team and agent performance for inbound and outbound systems maintaining maximum productivity.
- Liaise with Shift Managers and Agents to maximize company campaigns.
Governance and Resilience
- Follow all relevant policies, procedures, and processes to carry out daily work in a controlled and consistent manner.
- Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement.
- Promote adherence to policies, procedures, processes, and instructions within the organization.
Daily Operations
- Follow daily operations relating to the job to ensure work continuity.
- Contribute to preparing timely and accurate reports that meet the requirements, objectives, and standards.
- Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner.
Qualifications
- 2 - 4 Years of relevant experience.
- Bachelor Degree in a relevant field is required.
