supervisor, workforce

Role Supervisor, Workforce
Main Objectives and Duties
Call Center Roster / QFN Database
Ensures meeting clients' requirements in terms of distribution and scheduling
Informs everyone concerned of any changes
Client Communication
Initiates constant calibration of procedures with the client
Ensures everyone involved is updated with the correct process
Call Management System Analyst and Database Analyst Performance Monitoring
Constantly monitors the performance of all Call Management System Analysts and Workforce Analysts
Addresses performance concerns, especially on accuracy of reports
Ensures on‑time delivery
Monitoring Operation Flow (Real‑Time Monitoring and Scheduling)
Ensures smooth flow for entire operations and that correct procedures are being observed
Minimizes client escalations
Real‑Time Solution to Operations Concerns
Provides real‑time solutions to issues encountered on the operations floor
Staffing Analysis
Reviews and c...