Description

You will monitor real-time queues and service levels to ensure contractual KPIs are met.

Responsibilities

• Monitor queues in real-time to identify risks to Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR.
• Track service level performance at interval levels against planned AHT, Aux, and Shrinkage.
• Provide real-time call-outs to floor supervisors regarding staffing levels and consultant non-adherence.
• Coordinate offline activities and prepare End of Day (EOD) performance analysis reports.
• Partner with Ops MOD to communicate consultant-level deviations and KPI trends.

Required Skills

• At least one year of call center work experience.
• Basic knowledge of MS-Excel.
• Understanding of call center KPIs including AHT and Service Level.
• Good verbal and written communication skills.
• Ability to work in a 24/7 environment, including graveyard shifts, weekends, holidays, and overtime.
• High School Diploma/GED.

Preferred Skills

• Experience with call center applications such as CMS Avaya Supervisor, eWFM, or IEX.

Key Skills

Education

Bachelor’s Degree