Specific Duties and Responsibilities

• Partner with the Operations Team to manage agent adherence, schedule conformance, and absenteeism
• Work with the Operations Team and the client (Bell) to identify, analyze, and provide recommendations to mitigate issues affecting our ability to meet requirements
• Monitor queue performance and volumes to enable formulation strategies to mitigate surplus or shortfall of supply
• Ensure that schedule corrections and activity validation is done in a timely fashion
• Coordinate production of ad-hoc requests from our Bell partners
• Work with the Operations Team and Bell Partners to resolve technical outages and agent availability concerns
• Monitors, audits and produces daily and weekly internal reports for absenteeism and staffing and provide feedback to other NQX and Bell WFM partners
• Monitors and audits attendance of Ops Team Leaders
• Generate ideas for process ...