Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

• Updates and processes data for real-time performance analysis.
• Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
• Manages and monitors the queue for the Operations account against the attainment of passing service levels.
• Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
• Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
• Escalates relevant information on account performance to Management and ensures proper document on major incidents.
• Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
• Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
• Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
• Conducts training for new hires, or as required for Operations.