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...