Job Description

1. Real-Time Monitoring
> Monitor agent status via ACD/CRM/Workforce tools.
> Track call volume and service level (SLA) performance to ensure targets are met.
> Alert and coordinate with relevant teams when issues arise, such as long queue times or agent unavailability.
2. Resource Allocation
> Adjust agent schedules and intraday staffing based on real-time demand.
> Collaborate with Scheduling and Operations teams to maintain optimal staffing levels.
3. Reporting & Analytics
> Generate real-time dashboards and alert logs.
> Analyze trends and provide recommendations to improve service delivery.
4. Communication & Coordination
> Act as a central point of contact for critical updates such as system outages or campaign changes.
> Liaise with IT, Operations, Clients, and other departments to resolve urgent issues.
5. Service Assurance
> Ensure agents log in/out according to schedule.<...