Main Objectives and Duties
1. Call Center Roster / QFN Database
- Ensures meeting clients’ requirements in terms of distribution and scheduling
- Informs everyone concerned of any changes
2. Client Communication
- Initiates constant calibration of procedures with the client
- Ensures everyone involved is updated with the correct process
3. Call Management System Analyst and Database Analyst Performance Monitoring
- Constantly monitors the performance of all Call Management System Analysts and Workforce Analysts
- Addresses performance concerns, especially on accuracy of reports
- Ensures on‑time delivery
4. Monitoring Operation Flow (Real‑Time Monitoring and Scheduling)
- Ensures smooth flow for entire operations and that correct procedures are being observed
- Minimizes client escalations
5. Real‑Time Solution to Operations Concerns
- Provides real‑time solutions to issues encountered on the operations floor
6. Staffing Analysis
- Reviews and conducts analysis on staffing aspects during operations
7. Trending Activities Evaluation
- Identifies and reports trends in attendance and staffed hours
- Works to uncover underlying issues