Responsible for monitoring all queues and ensuring adequate actions are taken to ensure target metrics are achieved
Monitor agent activities ensuring adherence to schedules and activity entries are up to date
Support real-time activities and roster maintenance in line with business and staff requests
Identify emerging trends and anomalies, in order to communicate to workforce planner and reporting to identify business opportunities and continuous improvement as well
Provide accuracy in all work completed must adhere to schedule and maintain a high standard of output while completing tasks within reasonable time frames
Support continuous improvement initiatives by sharing observations and best practices from real-time operations
Requirements
Good understanding of CS metrics esp. in live channels
RTA or related experience will be beneficial
Strong communication skills will be beneficial
Rise to a challenge and thrive in a fast paced demanding environment
Proficiency in GSheet/Excel
Ability to work 5 days per week on a rotating roster (non-fixed days)
Willingness to work on a rotating shift roster, including weekends or public holidays if required
