Summary:
This role involves supporting day-to-day operations by maintaining constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics. The position requires a working knowledge of real-time monitoring in a call center environment, with a focus on service level (SL), volume metrics, and occupancy management.
Responsibilities:
- Maintain real-time monitoring in the call center environment, focusing on SL, volume offered/incoming/handled, outsourcing percentages, and email backlog sizes.
- Write root cause analysis for any service failures.
- Identify irregularities affecting SL and candidate experience, notify vendor partners, and advise on required mitigation actions.
- Conduct timely discovery and escalation of outages, performing troubleshooting steps to identify affected parties and impact.
- Understand queues/routing profiles and perform skill blending and profile modification as needed.
- Set up Priority Queue (PQ), Visibility Threshold (VT), and Preserve Avail (PA) based on SL and occupancy performance.
- Manage occupancy, including VTO decisions and NPT approvals.
- Manage AUX states/non-adherence and escalate to corresponding Planning & Vendor teams.
- Conduct intraday reporting, including call-outs.
- Review existing SOPs and prepare new SOPs to document learnings from incidents and daily events.
- Display effective communication, capable of summarizing daily performance and handling leadership queries with appropriate RCA.
- Manage user profiles in terms of onboarding, offboarding, access management, and reconciliation.
Requirements:
- 6 months of customer service experience.
- 6 months of experience with Microsoft Office products and applications.
Required Skills:
- Effective verbal and written communication skills.
- Ability to perform root cause analysis and summarize performance metrics.
Preferred Skills:
- 1 year of customer service experience.
- 1 year of workforce management (real-time monitoring) experience in a call center environment.
- 1 year of experience with Microsoft Office products and applications.
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