8 - 12 years
18 - 20 Lacs
Posted:1 day ago|
Platform:
Work from Office
Full Time
* Real-time monitoring of call volumes, agent availability, and queue status to detect fluctuations and respond immediately to maintain service levels such as percentage of calls answered within target time and average speed of answer.
* Adjusting resources dynamically, including reassigning agents, cancelling non-critical activities, or reallocating breaks, to handle unexpected spikes or drops in call demand.
* Ensuring real-time adherence by tracking whether agents follow their schedules and intervening promptly if deviations occur to optimize workforce efficiency.
* Collaborating with resource planning and operations teams to develop and execute a clear, simple real-time management playbook that defines thresholds, actions, and ownership for responding to service level changes.
* Using real-time analytics and dashboards to gain immediate insights into agent performance, customer sentiment, and operational bottlenecks, enabling quick data-driven decisions.
* Communicating regularly with production stakeholders to keep them informed of real-time performance and necessary adjustments, fostering accountability and responsiveness.
* Supporting continuous improvement by analyzing real-time data trends and feedback to refine scheduling, training, and operational strategies.
Startek (Aegis Customer Support Services Pvt. Ltd.)
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