Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more
Job overview and responsibilities
This position is responsible for the real-time and intraday Work Force Management (WFM) activities across multiple work functions and contact channels including Phone, Chat/Messaging and email. This analyst will evaluate historical and recent performance and statistics to identify trends and determine appropriate actions to manage staffing to meet service level standars. Takes proactive measures to manage staffing levels to achieve key performance metrics including average speed of answer, abandonment rate, occupancy etc. Real-time decision making and effective communciation with on-site leadership and WFM teams to execute on staffing actions will be crucial to the success of this role. This role will serve as liaison between IT (both internal and external) and on-site business stakeholders in managing through operational impacting events such as tool or system outages/issues
This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.
Required
Preferred