Summary
Date Posted: Friday, February 28 2025, Base Salary: Not Disclosed

JOB DETAILS:
Main Purpose:
To schedule and track contact Centre staff and activities so as to achieve optimal utilization of resources.

Main Job Functions:
• Monitoring real time activity of agents, agent occupancy, forecasting accuracy by interval, and maintaining service level
• Assist in administration of Contact Centre scheduling and workforce management software (e.g. using Workforce Management's tracking module and Real Time Adherence Software)
• Monitor Real Time Adherence statistics, helping to ensure agents are on the phones during scheduled phone hours, includes monitoring breaks/lunches Monitor sick calls/tardiness.
• Entering real-time exceptions into eWorkforce Management (Absence,Tardiness, Meetings,Overtime, Etc.)
• Reports and identifies trends and works with Management to correct problems.
• Maintain a direct partnership with call centre Managers, Supervisors, and Agents to promote an employee friendly environment.
• Coordinates all operational needs that requires departmental decisions, plans and organizes workflow to ensure efficient department operations.
• Monitor call centre system uptime and log tickets in remedy in case of any failure.
• Support new agents onboarding, have them entered in the call centre monitoring system and carry out system changes in terms of routing and creation of additional team
• Manage agent exits by updating the call centre systems so as to maintain accurate data base.

Education
• Bachelor’s degree in Statistics, Economics information technology or other business-related discipline

Work Experience
• Experience in a service driven organization
• Customer interface, in person and or via the phone
• 1 years’ experience in a Call Center environment
• Telecommunication Industry trends
• Experience of using a Workforce Planning tool.

Other Pertinent Information
• Frequent visual, listening concentration, sitting, telephone and computer usage
• The job involves shift work and any cycle of shifts scheduled.
• Will be required to conform to schedule adjustments based on business needs.
• Observe requirements and obligations under the workplace health and safety practices.
• Physical presence at the different call centre sites.
• Observe requirements and obligations under the workplace health and safety practices.
• Fast paced environment with high daily pressure to meet deadlines.



Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

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