Job ResponsibilityManaging the Real time analysts who are responsible for:
Call flow real time monitoring through Verint/Genesys Pulse
Intra-day call and work volume monitoring as compared to forecast.
Real time activities monitoring related to staffing - Is involved in making appropriate recommendations and adjustments to leverage, skill changes, post OT, or escalate as required.
Monitor and review service level reports to scan for issues and anomalies and reports perceived concerns to Team Manager and/or client. (According to established escalation process)
Required data tracked and trended on a continuous basis. (Service Level, Attendance...)
Interfaces with Tech team as needed for escalation of service-impacting issues.
Handles special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.).
Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
Working with WFM Managers in providing support or in facilitation of administrative data, reports, etc., as required.
Managing the development of the Real time analysts"
Job RequirementsJob Benifits
