Position Overview
Job Summary
Main Objectives and Duties:
1. Reports.
Delivers timely the Hourly, Daily, Weekly or MTD reports as needed Analyzes the forecast and any deviations for previous day and current day. Determines the root cause of previous day and current day misses. Ensures report efficiency and fix errors. Provides real-time analysis and reporting of intraday. 2. Segment Entry
Processes segment entry request Real-Time Ensures all agent activities are accounted for through exception codes Real-Time segment updates for absences and off-phone activities. 3. Communicates any system downtimes to all stakeholders
Escalates any system downtime and tool issues to the Qualfon and Client. Communicate effectively any information to Operations Team and Client during downtime Documents and sends the dow...