Job Description

Job Summary:

Proactively monitors service levels, efficiency and execute plans that will improve service deficiencies as they relate to volume, average handle time or forecast. Must have knowledge of what is taking place in the business the day before the event occurs, such as training or any offline activities that may impact the contact centers ability to handle the forecast. Determine an acceptable range, if any, for service levels goals to fluctuate before an action plan is implemented.

Responsibilities:

  • Intra-Day Performance—manage forecast to actual by 30 minutes, in order to meet service levels and efficiency.
  • Provides hourly communication on all aspects of the contact center performance.
  • Utilize IDP's to determine variances to forecast, AHT and staffing.
  • Documents any actions taken or issues impacting performance.
  • Queue Monitoring—Monitors site performance to ensure service levels metrics are met and are not ...

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