Opportunity Description
Ensure real-time operational efficiency by monitoring and adjusting resource allocation, service flows, and performance indicators, ensuring SLA compliance and the best experience for both customers and employees.
Responsibilities:
- Monitor real-time call, chat, and email volumes, adjusting resource distribution as needed.
- Act proactively to mitigate risks of missing Service Level Agreement (SLA) targets.
- Perform schedule adherence analysis and propose immediate corrective actions.
- Interact with supervisors and operational leaders to communicate deviations and recommend adjustments.
- Produce real-time and post-shift performance reports with insights for continuous improvement.
- Support the implementation of contingency strategies in critical situations.
- Utilize WFM tools for monitoring and adjustments.
- Communicate clearly and effectively in Portuguese and English, ensuring al...
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