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Contact Center Performance Optimizer

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Prometric Ireland Limited Full time

Role Description:

The Real Time Analyst will be responsible for monitoring service levels and staff performance in real-time to ensure effective management of incoming customer interactions.

Main Responsibilities:

  1. Service Level Monitoring: Daily real-time monitoring of service levels for all queues across multiple geographies and channels.
  2. Agent Performance Oversight: Oversee agent performance from all teams and keep operations stakeholders informed.
  3. Relationship Building: Build and maintain strong relationships with key stakeholders from all sites.
  4. Adherence Targeting: Drive real-time adherence targeting expected capacity against actual performance to achieve service levels and efficiency metric goals.
  5. Time-Off/Overtime Requests: Review and process time-off/overtime requests in real-time.
  6. Communication: Communicate changes to incoming contact patterns to operations and broader workforce management teams.
  7. Routing/Skilling Profiles: Support changes within routing/skilling profiles.
  8. Reporting: Update and send ad-hoc/standard reports related to performance of each site.