Roles & Responsibilities –

• Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
• Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.
• Should be able to manage business based on-Line Adherence, Service Level, FTE and ASA
• Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
• Document all incidents using the service management suite and notify impacted stakeholders.
• Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization’s and client goals and expectations.
• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
• Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
• Recommend and implement queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.
• Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
• Recommend strategies to Operations for improved labor utilization and key performance indicators
• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
• Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)
• Queue Performance Reporting and Actions Taken
• Interval Productivity reporting and ROCC(offshore) Helpdesk
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time
• Intraday real time monitoring of service levels for all queues at all sites 24/7/365

Key Skills & Knowledge-

• Experience in managing large scale complex operations in Real Time
• Experience in managing multi-site and multivendor environment
• Strong Communicator and decision maker
• Strong business acumen
• Should be a go-getter and a collaborator
• Analytical and Problem-solving ability
• Ability to simplify complex operations into repeatable processes
• Hands-on experience in Telephony and WFM tools (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)
• High attention to detail and sense of professionalism and ability to develop relationships