Job Summary

Main Objectives and Duties

1. Bi-Monthly and Monthly Scorecards (operations managers)
○ Retrieves Daily CMS Staffed Hours, Idle Time, Transfer Rate and Hold Time
○ Caters daily disputes from Operations.
○ Consolidates Metrics and calculates required Scorecard per Agent
○ Prepares and submits a separate Scorecard Ranking to Account Senior Operations Manager for calculation of Monthly Performance Bonus per agent.
○ Constantly communicates with Account Managers and Supervisors.
2. Daily and Monthly Productivity, Occupancy, Port Productivity and Master Reports
○ Retrieves Daily CMS Staffed Hours, Idle Time, DownTime, attendance and Required Hours; Retrieves CMS Staffed Time, Aux Time, Hold Time, Avail Time, ACD Time and ACW Time; retrieve CMS and Operations Data
○ Consolidates all Port Cases for the site and calculates the productivity of each Port Agent
○ Consolidates and Calc...