Schedule Planning & Adherence, Intraday Performance
- Track Schedule Adherence %, Occupancy, and Utilization.
- Highlight deviations and their impact on SLAs.
- Provide real-time dashboards for operations teams.
- Take proactive actions during unexpected volume spikes or outages:
- Reassign agents across queues or channels.
- Adjust breaks or extend shifts to maintain SLA compliance.
- Activate contingency plans such as backup staffing or overflow routing.
- Communicate changes promptly to operations and agents to ensure smooth execution.
- Perform real-time queue management to balance workloads and maintain service levels.
Shrinkage & Productivity Analysis
- Break down shrinkage into controllable (training, meetings) vs. uncontrollable (absenteeism, system downtime).
- Calculate Productivity KPIs: AHT, Calls per Hour, and Idle Time.
- Identify patterns and recommend corrective actions.
SLA & KPI Reporting
- Generate daily, weekly, and monthly SLA reports (Service Level %, AQT, Abandon Rate) Along with Top of Funnel Reports where CX journey can be measured.
- Create variance reports for leadership review.
- Maintain trend charts for SLA compliance over time.
Capacity & Staffing Reports
- Produce headcount vs. requirement reports.
- Highlight overstaffing/understaffing intervals.
- Share recommendations for OT, cross-skilling, or hiring.
Executive Dashboards & Insights
- Build visual dashboards (Power BI) for leadership.
- Include drill-down capability for site, skill, and interval-level performance.
- Present actionable insights during MBR/QBR sessions.
Partner Management:
- Capacity & Forecast Collaboration
- Performance Management & Continuous Improvement
- Operational Cadence & Communication
- Change Management & Readiness & Escalation Management
- Collaborate with vendor partners and internal teams to ensure smooth operations and support performance.
Access Management (Support Tools)
- Provisioning & De-provisioning:
- Grant access for new joiners and revoke access for leavers promptly.
- Update permissions for role changes (joiner/mover/leaver process).
- Access Audits & Compliance Checks:
- Conduct periodic reviews (monthly/quarterly) to validate active users and roles.
- Ensure adherence to RBAC (Role-Based Access Control), MFA, and security policies.
- Access Request Management:
- Process and track access requests through approved workflows.
- Maintain documentation for approvals and changes for audit readiness.
Incident Management (Support Tools)
- Incident Triage & Classification:
- Identify severity (e.g., Sev 1 – critical outage, Sev 2 – partial impact).
- Log incidents in the ticketing system with all relevant details.
- Coordination & Resolution:
- Engage IT, vendor, and operations teams for root cause analysis and fix.
- Communicate ETAs and workarounds to stakeholders during the incident.
- Post-Incident Review & Documentation:
- Document resolution steps, timelines, and lessons learned.
- Update runbooks and preventive measures to avoid recurrence.
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We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.
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