Service Desk Duty Monitor

hace 2 semanas


Orotina, Costa Rica DHL A tiempo completo

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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