o Display Time flexibility towards shifts as per work floor requirements
o Responsible for Real Time management and make sure that the right numbers of agents are seated to answer an accurate forecasted volume of incoming calls at the desired Service Level.
o Monitors the site to ensure optimal staffing ----------- includes Flagging of agents who are not meeting their scheduled adherence such as over breaks and unnecessary auxes.
o Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet the set goals and sending it to the proper departments.
o Manages the requests, updates schedules, Seat Plan and responds to escalated issues and ad-hoc requests.
o Professionally interact to operations regards any business concerns.
