Key responsibilities:

• Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements

• Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence

• Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions

• Support communication with team leaders and frontline team members

Requirements:

• Flexibility to work on-site - Mandatory

• Schedule flexibility - Mandatory

Core competencies:

• Giving support

• Focusing on customers

• Embracing technology

• Managing self-development

Functional competencies:

• Knowledge of real time monitoring and reporting

• Analytical and problem solving skills

• Ability to work in a fast paced environment

Qualifications:

• 8+ months of work experience in contact center; workforce management experience is a plus

• High school degree

• CEFR B1-B2 English (oral/ written)