• 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.
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