Responsible for ensuring that operations are performing according to key call centre performance metrics such as SLA, adherence, absenteeism, utilization, AHT, conformance & handling real time.

●       Executes plans and ensures effective implementation of schedules.

●       Administers Call Centre Agents’ scheduling.

●       Use over/under rules to minimize the gap between actual arrival and forecasted patterns.

●       Sending daily attendance with agent’s schedule and time in/out reporting to operations.

●       Create and deliver daily, weekly and monthly WFM reports.

●       Communicate changes to scheduling to ensure suitable daily resource coverage.

●       Maintain running report of attendance incidents.

●       Provide analytical support to operations and propose recommendations to enhance efficiency.

●       Manage non-productive time request process, ensuring activities are planned.

Perform any additional related tasks.

Job Details

Preferred Candidate