The Specialist is required to adhere to the following :Executes plans and ensures effective implementation of schedules.Administers Call Center Agents’ scheduling.Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.Reviewing daily attendance with agents schedule and time in/time out reporting in coordination with the Team leader.Create and deliver daily, weekly and monthly reports.Communicate changes to scheduling to ensure suitable daily resource coverage.Provide analytical support to operations and propose recommendations or solutions to enhance efficiency as needed.Manage non-productive time request process, ensuring activities are planned without any negative impacting Responsible for ensuring that operations are performing according to key call center performance metrics.Responsible for ensuring that optimum service levels are achieved on a daily, weekly and monthly basis in order to drive up service level consistency.Hourly Intervals ManagementUpdating the Automated Intervals SheetHourly Flags (Detecting patterns of lack of production)Dialer ReportsWorking Hours: 9 hours starting from 4-5-6 PM including a 1-hour breakOperational Days: 5 Days a week with 2 Days offShifts: Mon-Fri fixedBenefits:Paid Training.Internal Promotions depending on the performance.Social Insurance.Monthly Events.

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