Job Description

Schedule Planning & Adherence, Intraday Performance

  • Track Schedule Adherence %, Occupancy, and Utilization.
  • Highlight deviations and their impact on SLAs.
  • Provide real-time dashboards for operations teams.
  • Take proactive actions during unexpected volume spikes or outages:
    • Reassign agents across queues or channels.
    • Adjust breaks or extend shifts to maintain SLA compliance.
    • Activate contingency plans such as backup staffing or overflow routing.
  • Communicate changes promptly to operations and agents to ensure smooth execution.
  • Perform real-time queue management to balance workloads and maintain service levels.

Shrinkage & Productivity Analysis

  • Break down shrinkage into controllable (training, meetings) vs. uncontrollable (absenteeism, system downtime).
  • Calculate Productivity KPIs: AHT, Calls per Hour, and Idle Time.
  • ...

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