Job Description

Job Summary

Main Objectives and Duties:

1. Reports.

  • Delivers timely the Hourly, Daily, Weekly or MTD reports as needed
  • Analyzes the forecast and any deviations for previous day and current day.
  • Determines the root cause of previous day and current day misses.
  • Ensures report efficiency and fix errors.
  • Provides real-time analysis and reporting of intraday.

    • 2. Segment Entry

  • Processes segment entry request Real-Time
  • Ensures all agent activities are accounted for through exception codes
  •  Real-Time segment updates for absences and off-phone activities.

    • 3. Communicates any system downtimes to all stakeholders

  • Escalates any system downtime and tool issues to the Qualfon and Client.
  • Communicate effectively any information to Operations Team and Client during downtime
  • Documents and sends the dow...

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