Roles & Responsibilities:
➔ Lead weekly and daily staffing review meetings with management and forecast / scheduling
analysts detailing previous and current week’s performance and forecasted performance of
remainder of current week and next week, while also identifying risks
➔ Manage intraday staffing levels across multiple sites/entities
➔ Monitor real-time staffing Adherence Alerts
➔ Monitor real-time ACD agent work state reports
➔ Ownership & administration of intraday schedule changes
➔ Clearly and quickly communicate identified intraday or other risks to management and other team
members
➔ Optimises FTE and Staffing expenses to reduce cost per call and increase agent utilization and call
per hour metrics
➔ Actively involved in process improvement and KPI development
➔ Coordinate and interact with internal and external integrated partners regarding real-time
performance, making adjustments where necessary to balance client and operational goals
➔ Provide clear and tactful communication to Client Delivery Management, Client Account Managers
and Client Teams
➔ Creates innovative solutions to unique challenges and follows through to a successful outcome
➔ Conducts root cause and threat analysis for items impacting performance or stability
➔ Develops and presents analytical reporting using available data understanding the needs of
stakeholders at differing levels of authority (from agent to executive team)
Experience
➔ Minimum of 3 years of relevant experience preferred.
➔ Strong in MS Excel or Google Sheets
➔ Flexible to work in night shifts
We offer a great work environment and friendly team culture. Competitive Pay and Benefits.
These vacancies are urgent. Immediate Interviews.
3 - 6 Years
1 Openings
Not Disclosed
Face-to-Face interview
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