Intra-day Operations Associate
at
Aspiree, Inc.
(Anywhere)
Published at Nov 11, 2019
This job post has already expired.
Jobs posted 60 days ago are considered expired.
Jobs posted 60 days ago are considered expired.
• Responsible for Real Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements.
• Responsible for ensuring scheduled team logins/ logout on time, manage, control and report non adherence to schedules.
• Adheres to prescribed formats in updating attendance, schedule swaps
• Manages required real time reporting requirement deliverables via service menus and ad-hoc requirements.
• Acts as Point of Contact in processing and identifying schedule exceptions (e.g. trainings, coaching) including minimum length, approval, data entry responsibilities, and tracking.
SKILLS AND QUALIFICATIONS:
• Experience and working knowledge in using Real Time Management systems (e.g. Avaya, CUIC, Genesys, In Contact)
• Knowledge in using Microsoft Excel.
• Exhibits good number crunching skills.
• Displays good communication skills to relay impact on KPI as a result of attendance and adherence issues.
• Ability to execute prescribed escalation processes (notifications and alert levels) by coordinating with internal and external clients and other departments during system outages and service level challenges.
• Provides impact and RCA on performance by having firm grasp of over and under report and measure actual performance against planned and be able to articulate reasons for SL miss.
• Develops and executes real time strategies to enhance program efficiencies, adherence and productivity.
• Monitor real time agent adherence and escalate to proper channels
• Monitor agent attendance and report any aberrations to Operations.
• Adheres to DANER approach in monitoring real time activities.
Work closely with Operations management to assist them in enforcing schedule adherence and call time threshold guidelines for the program.
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Published at Nov 11, 2019
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Viewed: 4093 times
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