Responsibilities
- Monitor and ensure agents’ adherence to the schedule and breaks.
- Calculate the absence rate.
- Prepare internal reports and analyses.
- Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real-time to ensure optimal productivity and efficiency.
- Continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources.
- Evaluate daily staffing needs based on unplanned events or excel call volume during peak times and make adjustments to compensate for variances.
- Manage Emails and communicate with operations and the other departments.
- Monitor the Queue and Provide real-time feedback to the management
- Responsible for meeting business service level metrics and optimizing agent resources to meet the call arrival patterns for each scheduled interval.
- Intraday management of requests for scheduled activities (Meetings, Trainings, Outbound Campaigns, Coaching, etc.).
- Send and/ update agents’ schedule.
- Check on the Skill Group status, take the necessary action if needed.
- Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
- Communicate changes to scheduling to ensure suitable daily resource coverage.
- Ensure staffs are aligned on shifts that match business need, provide recommendations.
- Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Handling start dates, end dates, rejoining ...etc. and updating them on the schedule.
- Send regularly reports to the clients.
- Handling agents’ requests annual leaves swap and adherence according to the forecasting and scheduling plan.
- Tacking action during the day when actual performance is significantly different than assumptions used to create the forecast or schedule.
· Ensure understanding & compliance with company vision mission and values and follow regulatory policies & procedures.
- Performs miscellaneous job-related duties as assigned.
