Executives

Responsibilities

• Real-Time Monitoring & Operations Monitor call queues, agent status, and operational performance in real time Track, document, and communicate agent activity across multiple lines of business Identify deviations from forecast (e.g., spikes in volume or staffing gaps) and take immediate action
• Workforce Management & Staffing Adjust schedules, breaks, and lunches based on actual conditions to maintain service levels Recommend and deploy overtime or voluntary time off (VTO) to balance staffing Reallocate resources and execute skill changes when needed
• Performance Monitoring & Analysis Analyze key metrics such as service level, occupancy, adherence, and average handle time Compare actual performance vs. plan and identify risks or improvement opportunities Provide proactive insights on trends that may impact operations
• Reporting & Communication Prepare and publish intraday and real-time performance reports with accuracy and timeliness Deliver interval updates and communicate critical operational insights to stakeholders Support leadership with data for decision-making
• Issue Management & Escalation Act as the first point of contact for operational issues, outages, or escalations Provide immediate recommendations to mitigate risks such as understaffing or volume surges Coordinate with operations, team leaders, and support groups to resolve issues quickly
• Compliance & Adherence Management Ensure agents follow schedules and raise alerts for non-adherence Monitor productivity and flag outliers for corrective action Ensure pre-planned activities are executed as scheduled
• Real-Time Monitoring & Operations Monitor call queues, agent status, and operational performance in real time Track, document, and communicate agent activity across multiple lines of business Identify deviations from forecast (e.g., spikes in volume or staffing gaps) and take immediate action Workforce Management & Staffing Adjust schedules, breaks, and lunches based on actual conditions to maintain service levels Recommend and deploy overtime or voluntary time off (VTO) to balance staffing Reallocate resources and execute skill changes when needed Performance Monitoring & Analysis Analyze key metrics such as service level, occupancy, adherence, and average handle time Compare actual performance vs. plan and identify risks or improvement opportunities Provide proactive insights on trends that may impact operations Reporting & Communication Prepare and publish intraday and real-time performance reports with accuracy and timeliness Deliver interval updates and communicate critical operational insights to stakeholders Support leadership with data for decision-making Issue Management & Escalation Act as the first point of contact for operational issues, outages, or escalations Provide immediate recommendations to mitigate risks such as understaffing or volume surges Coordinate with operations, team leaders, and support groups to resolve issues quickly Compliance & Adherence Management Ensure agents follow schedules and raise alerts for non-adherence Monitor productivity and flag outliers for corrective action Ensure pre-planned activities are executed as scheduled