touch2success software solutions private limited

Chennai, Tamil Nadu

Roles & Responsibilities: Lead weekly and daily staffing review meetings with management and forecast / schedulinganalysts detailing previous and current weeks performance and forecasted performance ofremainder of current week and next week, while also identifying risks Manage intraday staffing levels across multiple sites/entities Monitor real-time staffing Adherence Alerts Monitor real-time ACD agent work state reports Ownership & administration of intraday schedule changes Clearly and quickly communicate identified intraday or other risks to management and other teammembers Optimises FTE and Staffing expenses to reduce cost per call and increase agent utilization and callper hour metrics Actively involved in process improvement and KPI development Coordinate and interact with internal and external integrated partners regarding real-timeperformance, making adjustments where necessary to balance client and operational goals Provide clear and tactful communication to Client Delivery Management, Client Account Managersand Client Teams Creates innovative solutions to unique challenges and follows through to a successful outcome Conducts root cause and threat analysis for items impacting performance or stability Develops and presents analytical reporting using available data understanding the needs ofstakeholders at differing levels of authority (from agent to executive team)Experience Minimum of 3 years of relevant experience preferred. Strong in MS Excel or Google Sheets Flexible to work in night shiftsWe offer a great work environment and friendly team culture. Competitive Pay and Benefits.These vacancies are urgent. Immediate Interviews.