Key Responsibilities:
• Monitor and manage call center performance in real-time (CMD/RTA).
• Forecast, schedule, and optimize workforce resources (WFM).
• Analyze data to enhance efficiency and improve service quality.
• Generate reports and provide insights to management.
• Adapt to a 24/7 operational environment.
Qualifications:• Monitor and manage call center performance in real-time (CMD/RTA).• Forecast, schedule, and optimize workforce resources (WFM).• Analyze data to enhance efficiency and improve service quality.• Generate reports and provide insights to management.• Adapt to a 24/7 operational environment.