Job Description

Responsibilities:
Monitor and support activities to ensure adherence to service level agreements (SLAs).

Track real-time agent schedule alignment and optimize breaks proactively.

Conduct root cause analysis for SLA deviations and support development of corrective action plans.

Manage daily exception requests and update agent schedules accordingly.

Coordinate entitlement planning and scheduling to ensure workforce efficiency.

Generate and analyze efficiency reports to identify trends and improvement areas.

Participate in centralized or site-level management meetings as required.

Support process improvement initiatives including Lean and Six Sigma projects.

Execute other tasks as assigned to support business operations.

Engage with operations teams to discuss performance, scheduling, and workforce planning.

Navigate multiple systems and tools to manage real-time floor operations effectively.

Qualifications





Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Skilled Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support

Language

English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Night Job (India)

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