Excellent problem solving and decision-making skills
Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends.
Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
Some experience with call center reporting and metrics preferred.
ID Management POC for the client. Handling the 5 vendors ID creation. Manage on-boarding process for new hires. Ensure all new hires will have their credential within the timeline.
Create and maintain process documents as a POC for ID Management.
Knowledgeable in Verint as admin role. Create and update bulk profile, reporting, adherence mapping, etc.
