Have experience in managing the call volume, daily attendance and
program break schedules
Assist with creation if metrics and targets for
services
Work closely with the operations team to
analyze and help improve their delivery
processes
Management of leave, segment, overtime
plotting and schedule correction
Call out Handle time and out of adherence
teammate
Tools experience in wfm: Verint, TeleOpti, TimeWarp, Nice IEX, SalesForce, Amazon Connect
Have experience in Customer experience such us:
Handling customer complaints
Developing and documenting knowledge into
helpful content
Booking reservation,
Customer service
Billing Specialist
Parcel delivery account
Collection with soft sales and tech support
