We are hiring

In this role you will:

• Manage multiple call queues in real time.
• Watch staffing levels at each site to ensure planned coverage is met on the interval level.
• Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule
• Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
• Provide outage and crisis management (Facilitating communications between IT teams and site management.)
• Manage Interval, daily, weekly and monthly plan objectives
• Provide Key Performance Indicator – (KPI) reporting to Client and Results management teams
• Develop and Implement KPI Action Plans to drive performance goals.
• Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.
• Provide real-time skilling adjustments.
• Serve as the main contact point between Re...