Monitoring of agent queues and generate performance reports to identify performance trends
Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side.
Required to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies.
Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.
Prepare dashboards to be used for weekly, monthly, quarterly governance meetings prepare WBR/MBR/QBR (weekly, monthly and quarterly business review) information, be the source of truth for the project sales targets and actual results, overall and by segment, product, team and individual level.
Prepare dashboards and trackers to facilitate activities and results control by ...