Job Details

ID #54281788
Estado South Carolina
Ciudad Capetown
Tipo de trabajo Full-time
Salario USD TBD TBD
Fuente WNS Global Services
Showed 2025-08-05
Fecha 2025-08-05
Fecha tope 2025-10-04
Categoría Etcétera
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Aplica ya

Lead Associate - WFM

South Carolina, Capetown 00000 Capetown USA
Aplica ya

1. Monitor real-time performance metrics such as call volume, service level, average handle time, and adherence to schedule.2. Utilize workforce management tools to forecast and adjust staffing levels based on incoming call volumes and other factors.3. Identify trends and patterns in call volume and agent performance to anticipate future staffing needs and operational challenges.4. Communicate effectively with team leaders and agents to provide real-time coaching and support, ensuring adherence to schedule and performance targets.5. Generate and distribute real-time reports and dashboards to key stakeholders, highlighting performance metrics and actionable insights.6. Collaborate with other departments such as Training and Quality Assurance to implement process improvements and enhance overall efficiency.7. Act as a point of contact for escalations and urgent issues, providing timely resolutions and minimizing disruptions to operations.8. Stay updated on industry best practices and emerging technologies in workforce management and contact center operations.

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