Schedule Planning & Adherence, Intraday Performance
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Track Schedule Adherence %, Occupancy, and Utilization.
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Highlight deviations and their impact on SLAs.
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Provide real-time dashboards for operations teams.
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Take proactive actions during unexpected volume spikes or outages:
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Reassign agents across queues or channels.
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Adjust breaks or extend shifts to maintain SLA compliance.
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Activate contingency plans such as backup staffing or overflow routing.
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Communicate changes promptly to operations and agents to ensure smooth execution.
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Perform real-time queue management to balance workloads and maintain service levels.
Shrinkage & Productivity Analysis
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Break down shrinkage into controllable (training, meetings) vs. uncontrollable (absenteeism, system downtime).
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Calculate Productivity KPIs: AHT, Calls per Hour, and Idle Time.
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Identify patterns and recommend corrective actions.
SLA & KPI Reporting
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Generate daily, weekly, and monthly SLA reports (Service Level %, AQT, Abandon Rate) Along with Top of Funnel Reports where CX journey can be measured.
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Create variance reports for leadership review.
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Maintain trend charts for SLA compliance over time.
Capacity & Staffing Reports
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Produce headcount vs. requirement reports.
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Highlight overstaffing/understaffing intervals.
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Share recommendations for OT, cross-skilling, or hiring.
Executive Dashboards & Insights
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Build visual dashboards (Power BI) for leadership.
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Include drill-down capability for site, skill, and interval-level performance.
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Present actionable insights during MBR/QBR sessions.
Partner Management:
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Capacity & Forecast Collaboration
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Performance Management & Continuous Improvement
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Operational Cadence & Communication
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Change Management & Readiness & Escalation Management
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Collaborate with vendor partners and internal teams to ensure smooth operations and support performance.
Access Management (Support Tools)
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Provisioning & De-provisioning:
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Grant access for new joiners and revoke access for leavers promptly.
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Update permissions for role changes (joiner/mover/leaver process).
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Access Audits & Compliance Checks:
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Conduct periodic reviews (monthly/quarterly) to validate active users and roles.
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Ensure adherence to RBAC (Role-Based Access Control), MFA, and security policies.
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Access Request Management:
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Process and track access requests through approved workflows.
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Maintain documentation for approvals and changes for audit readiness.
Incident Management (Support Tools)
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Incident Triage & Classification:
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Identify severity (e.g., Sev 1 – critical outage, Sev 2 – partial impact).
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Log incidents in the ticketing system with all relevant details.
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Coordination & Resolution:
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Engage IT, vendor, and operations teams for root cause analysis and fix.
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Communicate ETAs and workarounds to stakeholders during the incident.
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Post-Incident Review & Documentation:
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Document resolution steps, timelines, and lessons learned.
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Update runbooks and preventive measures to avoid recurrence.
Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.
We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants.
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To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
