Job Description

Main Objectives and Duties

1. Call Center Roster / QFN Database

  • Ensures meeting clients' requirements in terms of distribution and scheduling
  • Informs everyone concerned of any changes

2. Client Communication

  • Initiates constant calibration of procedures with the client
  • Ensures everyone involved is updated with the correct process

3. 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

4. Monitoring Operation Flow (Real‑Time Monitoring and Scheduling)

  • Ensures smooth flow for entire operations and that correct procedures are being observed
  • Minimizes client escalations

5. Real‑Time Solution to Operations Concerns

  • P...

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