Responsibilities and Duties
Monitor phone queues, email queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels.
Consult with call centre management to determine best course of action to fill resource needs/maintain service levels.
Maintain consistent communication with the Client’s Forecasting & Planning Team to manage resourcing needs stipulated by the Client, and to update the Client on any relevant issues being experienced by the call centre.
Provide real time status anomalies to operations.
Track, report and call out real-time adherence issues.
Provide shift reports to management with service level and abandon rate explanations for any day where KPIs are missed.
Update and maintain agent database such as processing new agents and terminations.
Receive future resourcing requirements from the Client and generate agent rosters using Workforce Management best practices.
Process...