Description
Years of Experience:
2 4 years experience working in a Real Time Adherence Team
Key Role & Responsibilities:
Monitors call routing and flow real time Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc. Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches/Leveraging) Monitors real time activities Trouble-shoots real-time technology issues Reporting (Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc) Monitors adherence/compliance to schedule and escalates for investigation. Ensure all required data is tracked and trended on a continuous basis Makes recommendations and routing changes based on observations Interface with business unit management as needed for escalation of service-impacting issues Analyses schedule efficiency measurements as well as key indicators such as service level, for continuous improvement Participate on scheduled and adhoc client calls Key Skills Required:
Should have relevant experience of 2 3 years Hands on experience working in a Real Time Adherence Team or a work force management team Clear understanding of basic workforce management principles Knowledge of MS Office and Excel intermediate to advanced Knowledge Excellent communication skills in English - Written & Verbal Strong knowledge and exposure to Quality and Process Improvement techniques Good analytical and listening skills Good leadership skills Should be a good team player
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