Job Description

Basic Functions

  • Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
  • Adjust the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
  • Assist agents with basic troubleshooting and workarounds
  • Report and track all system issues and outages
  • Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data

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