Descripción de la Oferta

Job description:

• Monitor real-time adherence of schedules and manage agent breaks.
• Creation and allocation of work assignments as per the requirement of the process.
• Maintain D/W/M reports on staffing, schedules, attendance, and agent SMART ratings.
• Coordinating with manager and leads.
• Preparing transport/cab D/W/M reports & summaries.
• Reporting and escalating system issues to IT and leadership.
• Client notifications on workflow alerts and outages on tools.
• Report and impact analysis for outages, staffing shortages, and other unplanned events
• Stay current on internal policies and procedures.
• Administration of intraday schedule changes.
• Perform administrative duties and assignments as directed.

Key Skills:
• Hands-on experience in MS-Excel/ presentation skills.
• Intermediate-level knowledge of VBA Macros creation and execution.
• Excellent communication & analytical skills required to interface with various work groups, leaders, management and client team.
• Proactive, amicable & go-getter attitude.
• Regular, punctual and consistent attendance.
• Working knowledge of all HR & WFM policies, procedures, guidelines, and practices ,
• Familiarity with Jira tool or any other issue tracking or project management tools.
• Experience in a fast paced, target driven, high-pressure work environment.

Experiencia Requerida

Lenguajes