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Sr. Customer Service Operations Associate Wolters Kluwer

2.0 - 6.0 years

0 Lacs

pune, maharashtra

On-site

The primary responsibilities of this role include establishing, monitoring, and adjusting the workforce management plan to effectively distribute staff across various communication channels such as phone, chat, and web ticket queues. You will be tasked with managing staffing levels in real-time across multiple sites/entities and monitoring Adherence Alerts to ensure operational efficiency. Additionally, you will review and approve employee time-off requests, implement overtime mitigation strategies, and provide outlier reporting for coaching opportunities to enhance leadership effectiveness. Collaboration with cross-functional partners is essential to identify root causes of issues and devel...

Posted 3 months ago

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