• Directly reporting to the Workforce director. • Primary responsibility is to Manage attendance policy adherence (absenteeism report) and real-time efficiency which is to do real time monitoring (aux callouts / queue management) • Provides schedule adjustments, interval reports and off phone schedules . • Responsible for reviewing volume and AHT (weekly and monthly) trends. • Responsible in reviewing and ensure timely dissemination of weekly workload projections and targets. • Offshore reporting needs which will require creating trackers and maintaining existing daily reports. Actively and consistently support all efforts to simplify and enhance the customer experience. • Established weekly meeting cadence Offshore & Onshore counterparts. • Act as liaison between operations and support teams to provide feedback to ensure all needs are effectively communicated with leadership team. • Work independently under minimal supervision. • Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. • Perform other duties as assigned by management.
Qualifications:
• Experience in Individual Contributor set-up & Dynamic Organization structure • Strong personality with leadership skill. • Logical and strategic. • With knowledge of Capacity Planning, Forecasting and Scheduling and Real Time Management. • Expert proficiency in Microsoft Excel l Power BI l Automation • Knowledgeable in Google Sheet is a plus. • Must be willing to work onsite.