1. Monitor real-time performance metrics such as call volume, service level, average handle time, and adherence to schedule.
2. Utilize workforce management tools to forecast and adjust staffing levels based on incoming call volumes and other factors.
3. Identify trends and patterns in call volume and agent performance to anticipate future staffing needs and operational challenges.
4. Communicate effectively with team leaders and agents to provide real-time coaching and support, ensuring adherence to schedule and performance targets.
5. Generate and distribute real-time reports and dashboards to key stakeholders, highlighting performance metrics and actionable insights.
6. Collaborate with other departments such as Training and Quality Assurance to implement process improvements and enhance overall efficiency.
7. Act as a point of contact for escalations and urgent issues, providing timely resolutions and minimizing disruptions to operations.
8. Stay updated on industry best practices and emerging technologies in workforce management and contact center operations.
Qualifications
Educational Qualification
Grade 12
Previous experience in a similar role within a BPO or contact center environment
Proficiency in workforce management tools is preferred but not mandatory
Strong analytical skills with the ability to interpret data and make informed decisions
Excellent communication and interpersonal skills
Detail-oriented with a focus on accuracy and quality
Additional Information
US Night Shift
