Basic Functions

• Generates schedules accordingly to meet business requirements, enabling superior customer service.
• Adjusts schedules based on actual scenarios and provides overtime requirements or voluntary time off to ensure efficient and effective staffing.
• Monitors the queue in real time while tracking, documenting, and communicating agent activity across multiple lines of business.
• Prepares and publishes intraday and other relevant reports while ensuring data accuracy and timeliness.

Essential Function

• sRegularly performs volume and performance analysis and proactively communicates possible business impacts
• .Supports management with all necessary reports and planning models to facilitate decision-making
• .Monitors actual activities, compares them against plans, and makes recommendations for immediate changes
• .Ensures the appropriate number of agents a...