To work with operations team to implement work schedule.
Providing timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at team and individual agent level
To perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces.
To keep track on the changes to forecast and shift swapping.
Responsible for maintaining accurate employee information in WFM and other databases.
Tracking, monitoring, and reporting trends in project metrics.
Monitoring schedule adherence and notifying the operations team when agents are out of adherence.
To work out various alternatives for identifying staffing needs and sources.
Responsible for calling data strategy including the scheduling of calling lists to ensure maximum productivity and dataset penetration
Day to day Dialer Management
Work/ manipulate all data for outbound campaigns
Daily reporting of dialer activity to include all relevant reports e.g. Calling list and campaign
Monitor the team and agent performance for inbound and outbound system maintaining maximum productivity
Liaise with Shift Managers and Agents to maximize company campaigns
