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Keywords / Skills : Blue Pumpkin, Workforce Management, Reporting Analyst

1 - 4 years
Posted: 2018-12-13

Job Description
• Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through Desk Alerts, over the walkie-talkie, or instant messenger.

• Coordinate with WFM and other Analysts on the same campaign to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.

• Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.

• Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics

• Provide historical reporting compilation as required by the campaign.

• The daily monitoring of multiple front line agents in the centers

• Resolved by monitoring and analyzing key performance indicators and trends to reforecast, rescheduling and adjusting net staffing to match expected work to be achieved.

• Optimization of scheduling the agents throughout the day in alignment with the IDPs to balance service level goals, costs, and agent requirements to plan for near term staffing needs

About Company

Teledirect provides customised telecommerce services and consulting in Asia.

Teledirect was founded in 1995 in Singapore and today operates in 5 key Asian markets i.e. Singapore, Hong Kong, Malaysia, Thailand and Indonesia.

We have a wealth of over 15 years of contact centre experience and expertise managing over 4,500 projects. We service customers worldwide in over 18 languages on behalf of our clients providing them with a total outsourced contact centre solution comprising of people, processes, facilities, technology and business know-how.

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