WFM- Senior Executive
2 days ago
Role & responsibilities
- Real-Time Monitoring
- Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations
- Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules
- Assist in reassigning agents or reallocating resources to address emerging need
- Reporting:
• Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics - Proficiency in Excel reporting
Preferred candidate profile
- Bachelor's degree in a relevant field
- Prior experience as a Real-Time Analyst in a contact center or customer service environment is a strong asset.
- Proficiency in using WFM software and real-time monitoring tools
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