Responsibilities

• Monitor and ensure agents’ adherence to the schedule and breaks.
• Calculate the absence rate.
• Prepare internal reports and analyses.
• Monitor and analyze call patterns, intra- and inter-day activity and make adjustments as needed in real-time to ensure optimal productivity and efficiency.
• Continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources.
• Evaluate daily staffing needs based on unplanned events or excel call volume during peak times and make adjustments to compensate for variances.
• Manage Emails and communicate with operations and the other departments.
• Monitor the Queue and Provide real-time feedback to the management
• Responsible for meeting business service level metrics and optimizing agent resources to meet the call arrival patterns for each scheduled interval.
• Intraday management of requests for scheduled activities (Meetings, Trainings, Outbound Campaigns, Coaching, etc.).
• Send and/ update agents’ schedule.
• Check on the Skill Group status, take the necessary action if needed.
• Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
• Communicate changes to scheduling to ensure suitable daily resource coverage.
• Ensure staffs are aligned on shifts that match business need, provide recommendations.
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Handling start dates, end dates, rejoining ...etc. and updating them on the schedule.
• Send regularly reports to the clients.
• Handling agents’ requests annual leaves swap and adherence according to the forecasting and scheduling plan.
• Tacking action during the day when actual performance is significantly different than assumptions used to create the forecast or schedule. 

·         Ensure understanding & compliance with company vision mission and values and follow regulatory policies & procedures.

• Performs miscellaneous job-related duties as assigned.