Continuously monitor real-time contact center metrics, including call volumes, chat volumes, agent availability, and Interval Compliance adherence
Set up and manage real-time alerts for deviations from established performance thresholds. Respond promptly to these alerts to mitigate any potential issues
Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times
Monitor and track agent adherence to schedules and break times, taking corrective actions when necessary to maintain operational efficiency
Analyze historical and current data to make short-term adjustments to forecasting models, considering factors like seasonality, promotions, and unexpected events
Make real-time adjustments to agent schedules, including reassigning tasks, redistributing workloads, and managing breaks to maintain Interval compliance
Collaborate closely with contact center supervisors and managers to provide real-time updates on performance and work together to address challenges as they arise
Analyze real-time and historical data to identify trends, anomalies, and areas for improvement, and provide recommendations to enhance operational efficiency
Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting
Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards
Bachelor's degree in business, statistics, or a related field preferred
Proven experience in real-time monitoring and analysis within a contact center or customer service environment
Proficiency in contact center software and workforce management tools
Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly
Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely
Detail-oriented with the ability to multitask effectively in a fast-paced environment
Knowledge of call center operations, including key performance indicators (KPIs) and Interval Compliance (IC)
Flexibility to work shifts, including evenings, weekends, and holidays, as needed
Strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams
Strong Excel skills
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