- Responsible for monitoring all used communication tools/softwares and their relevant issues occurring.
- Monitor & track queue operations occupancy on a daily basis to reach agent optimum performance levels.
- Monitor delayed and dropped calls & chats and reporting them to the correspondent manager.
- Responsible for reporting data management activities around employee scheduling and forecasts to ensure all shifts and queues are well covered.
- Responsible for data management activities’ reports around employee’s performance like Extract NPS, C-Sat, FCR, Demo, Created sites, No. of Received calls....etc. and any other relevant reports.
- Ensure service level targets are met; maintain the right headcount, and calculate call capacity.
- Keep a close eye on/track any new updates that may affect the operating dashboard.
- Updating all trackers and dashboards on a regular basis.
Bachelor’s degree in Business or any related field.2 years experience at a similar position.Previous experience in calls center and SalesExcellent Excel & Access skills.Very Good command of English.Strong analytical skills.Very details oriented.Strong and active listening skills.Basics in Power-Bi is highly preferred.Well organized and good at multitasking.