Job Description
Ensure real-time operational efficiency by monitoring and adjusting resource allocation, service flows, and performance indicators, ensuring SLA compliance and the best experience for both customers and employees.
Responsibilities:
Monitor real-time call, chat, and email volumes, adjusting resource distribution as needed.
Act proactively to mitigate risks of missing Service Level Agreement (SLA) targets.
Perform schedule adherence analysis and propose immediate corrective actions.
Interact with supervisors and operational leaders to communicate deviations and recommend adjustments.
Produce real-time and post-shift performance reports with insights for continuous improvement.
Support the implementation of contingency strategies in critical situations.
Utilize WFM tools for monitoring and adjustments.
Communicate clearly and effectively in Portuguese and English, ensuring alignment with local and global stakeholders. Requirements:
Proven experienc...
Responsibilities:
Monitor real-time call, chat, and email volumes, adjusting resource distribution as needed.
Act proactively to mitigate risks of missing Service Level Agreement (SLA) targets.
Perform schedule adherence analysis and propose immediate corrective actions.
Interact with supervisors and operational leaders to communicate deviations and recommend adjustments.
Produce real-time and post-shift performance reports with insights for continuous improvement.
Support the implementation of contingency strategies in critical situations.
Utilize WFM tools for monitoring and adjustments.
Communicate clearly and effectively in Portuguese and English, ensuring alignment with local and global stakeholders. Requirements:
Proven experienc...
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