Responsibilities

• Send interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.

• System issue tracking

• Responsible for the monitoring of all issues that may impact service levels (SL’s) and take the appropriate to resolve or reduce these impacts.

• Perform oversight responsibilities as required to ensure all SLA’s are met.

• Evaluate events surrounding schedule adherence and operational situations which may impact productivity such as absenteeism or system outages.

• In this role you will be required to solve problems as they may arise with real time intervention.

• Include but not limited to Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence

• Work on real-time requests related to schedule changes, off phone activities and profile changes

• Communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance

• Initiate escalation process for system outages and Service Level Agreements (SLA) risks

• Take mitigation steps to ensure SL’s are met

• Be the primary interface between WFM and site operations while strengthening a positive partnership Experience, knowledge, skills and attributes required

• Other tasks that may be assigned to him/her by WFM Supervisor

Requirements

• Must be willing to work onsite in Eastwood

• 2-3 years’ experience in a Customer Service environment in WFM

• Amenable to work onsite, weekend rest day, Amenable to work nightshift

• Experience in Real-time Analyst and Reporting tasks

• Proficient in MS Office (particularly in MS Excel, Report automation using Power Query, Power Pivot, Data Modeling) and Google Suite

• High proficiency in verbal and written English