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Essential Functions/Core Responsibilities

• Monitors Real Time Agent Adherence and escalate to proper channels
• Monitor agent attendance and report any aberrations to Operations
• Adheres to DANER approach in monitoring real time activities
• Work closely with Operations management to assist them in enforcing schedule adherence and call time threshold guidelines for the program
• Responsible for Real Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements.
• Responsible for ensuring scheduled team logins/ logout on time, manage, control and report non adherence to schedules.

Candidate Profile:

• Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field. Equivalent work experience may be substituted for educational requirements
• At least 1 year experience in the same role preferred.
• Minimum two year experience in analytics, IEX, CMS, EWFM, Blue pumkin technical experience or related field required.
• Candidate should demonstrate time management and prioritization skills
• Candidate should demonstrate analytical, problem solving and logical skills
• Basic understanding of Voice / Non Voice RTA process & WFM Metrics
• Candidate should have excellent written communication skills and is able to draft a write up with min grammatical errors