Service Desk Duty Monitor
hace 2 semanas
Job Description:
- Responsible for monitoring ITS Production agents (Voice and Non Voice) to assure the continuity of the operation ensuring excellence service agreements (KPIs).
- Responsibilities:
- Manage the call volume, daily attendance and program break schedules
- Work closely with the operations team to analyze and help improve their delivery processes
- Produce daily, biweekly and monthly internal reports
- Assist with projects and other duties as requested or assigned
- Requirements:
- Analytical and strategic thinker.
- Knowledge of KPI's such as ASA, AHT, ACR, Abandon%, SLA, etc
- Proficient in MS Excel, Word and Outlook.
- Excellent verbal and written communication skills (English preferred).
- Ability to plan, prioritize, organize and manage time effectively.
- Clear understanding of high paced call center environment and operations (high pressure fast paced).
- Proactive and able to take decisions based on real time situations.
- Excellent attention to detail.
- Creative and problem solving oriented.
- Schedule flexibility (Monday to Sunday 2 days OFF).
- 12+ months min with DHL.
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