Job Description
SPECIFIC DUTIES AND RESPONSIBILITIES
- Partner with the Operations Team to manage agent adherence, schedule conformance, and absenteeism
- Work with the Operations Team and the client (Bell) to identify, analyze, and provide recommendations to mitigate issues affecting our ability to meet requirements
- Monitor queue performance and volumes to enable formulation strategies to mitigate surplus or shortfall of supply
- Ensure that schedule corrections and activity validation is done in a timely fashion
- Coordinate production of ad-hoc requests from our Bell partners
- Works with the Operations Team and Bell Partners to resolve technical, outages and agent availability concerns
- Monitors, audits and produces daily and weekly internal reports for absenteeism and staffing and provide feedback to other NQX and Bell WFM partners
- Monitors and audits attendance of Ops Team Leaders
- Generate ideas for proces...