29/10/2021
● Real-time monitoring, skilling, and queue management functions.
● Analyze trends and volumes and provide updated reports and analytical recommendations to meet SLAs.
● Handle agent adherence and ensure that the business is aligned with the planned shrinkages, assumptions, and efficiency targets.
● Act as POC for any system outages and any issues impacting service delivery.
● Work on seat planning capacity and address both seat and phone requirements.
