Job Summary / Overview:

The CCA must manage the following KPIs:

 FC engagement/Accuracy, QoS/EQ/SL, AHT, Shrinkage, Margin… and makes sure that all the real time adjustments, actions and analysis are done accurately and on time. By having a good knowledge of the account specific KPIs, the contract, the bonus/malus and the daily challenges. The CCA must ensure that the operations are running daily like a well-oiled machine.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)|

Takes in charge the Real time reporting and analysis:

• QMAT tracker understanding and utilisation
• Preclosure understanding and utilisation
• All Best WFM related tasks and action
• Regular Communication with CCM and ACCM
• Create and Decide the task list of the team for each different scenario

1. Forecast and anticipate the day/weel :

• Analyze historical and real time result to project and anticipate the day
• Create action plans based on the different scenario on the account
• Communicate with operation on the projected scenarios and actions, and give a real time follow up to ACCM/CCM
• Insure that the actions are done by the team and the ops

1.  Participate to the different ops & WFM Meeting

• Weekly/Daily meetings with the MCC to discuss the priorities and KPIs
• Participate to the Ops meeting to share advices and recommendations (DSM, Intraday meeting)
• Weekly meeting with the ACCM/CCM to coordinate and decide major action plans
• Escalates, discuss and shares the intraday/daily challenges with the ACCM/CCM to decide efficient actions
• In charge of Best WFM process application on the managed account(s)/Team(s)

Other duties as assigned.