CAMPAIGN: Banking & Financial Services

QUALIFICATIONS:

• Scheduling/RTA required skills:

• Real Time Queue Management of multiple skills from different LOBs and channels such as phone and chat. This includes the following:

• Monitoring agents’ schedule adherence, actual activities such as long talk time, long hold time and ACW, as well as the proper Aux States.

• Monitors the running performance such as ASA/Service Level and Occupancy.

• Manage multiple skilling/cross-skilling as required to balance WF metrics set by the Client.

• Analytical skills

• Performance Management – monitoring of intra-day performance activities of all LOBs based on the WF metrics set by the Client.

• Re-forecasting IDP based on running performance for the day.

• Break schedule optimization.

• Provides Overtime and VTO/Pull out recommendations based on the running performance.

• Good communication skills (Oral and written)

JOB DESCRIPTION:

•Manage the call volume, daily attendance, and program break schedules.

• Assist with creation if metrics and targets for services.

• Work closely with the operations team to analyze and help improve their delivery processes.

• Generate ideas for process and service improvement planning.

• Produce daily, biweekly, and monthly internal reports.

• Use trends and reports to forecast requirements.

• Assist with projects and other duties as requested or assigned.

• Contributes to the decision making based on experience to ensure success.