Description

Monitor real-time call center queues and performance metrics to ensure contractual KPI targets are met.

This role is on-site.

Responsibilities

• Monitor queues in real-time to identify risks to Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR.
• Analyze service level performance at interval levels against planned AHT, Aux, and Shrinkage.
• Issue real-time call-outs to floor supervisors regarding staffing levels and consultant non-adherence.
• Coordinate offline activities and prepare end-of-day performance analysis reports.
• Follow up on performance call-outs to drive improvements in productivity.

Required Skills

• 5+ years of experience in a Call Center environment.
• Proficiency in MS-Excel.
• Working knowledge of call center KPIs including AHT and Service Level.
• Strong verbal and written communication skills.
• Demonstrated leadership skills and the ability to resolve operational issues.
• Ability to manage multiple schedules, meetings, and initiatives simultaneously.
• Availability to work in a 24/7 environment, including graveyard shifts, weekends, holidays, and overtime.

Preferred Skills

• Experience with CMS Avaia Supervisor, eWFM, or IEX.

Key Skills

Education

Any Gradute