Enforce real time adherence in all Work Types within the scope of operation
Monitor the volume of contacts at interval level, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
Provide visibility and reporting capabilities of main SLAs and KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance
Appropriate distribution of programmed shrinkage to help ensure the accuracy of projections related to productive staffing commitment
Develop and maintain a scheduling matrix for shift types, and other considerations required to appropriately perform scheduling tasks
Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level
Yêu Cầu Công Việc
Minimum of 6-months experience in delivery operations
Proven experience in operating and directly handling a scope of more than 100 FTEs
Know-how in managing real time adherence in different lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing etc.).
Ability to handle multiple tasks while staying organized
