Job Description
Responsibility
- Monitoring of agent queues and generate performance reports to identify performance trends
- Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side.
- Required to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies.
- Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.
- Prepare dashboards to be used for weekly, monthly, quarterly governance meetings prepare WBR/MBR/QBR (weekly, monthly and quarterly business review) information, be the source of truth for the project sales targets and actual results, overall and by segment, product, team and individual level.
- Prepare dashboards and trackers to facilitate activities and results control by ...