What You'll Do
Continuously communicate with various teams to address operational issues and maintain schedule adherence. Monitor real-time contact queues and agent availability to ensure performance goals are met. Generate and share daily/weekly reports highlighting trends and performance challenges. Adjust schedules based on fluctuations in contact volumes and manage agent adherence to schedules.
What We're Looking For
Previous experience in workforce management or operational coordination. Strong understanding of scheduling software (WFM NICE) and real-time monitoring tools. Excellent problem-solving skills and ability to manage multiple tasks in a fast-paced environment. Experience in contact centre operations or similar customer-facing roles.
What We Offer
The position requires flexibility in 10-hour work days. We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity.
Additional Information
Experience Level
Mid-Level
Employment Type
permanent
Work Mode
Remote