Job Performance Optimization Specialist

Job Summary

A Job Performance Optimization Specialist is responsible for proactively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met.

This involves analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas. Key skills include strong analytical skills, excellent communication skills, ability to work under pressure, proficiency in workforce management software, and understanding of contact center operations.

Roles and Responsibilities

• Real-time Monitoring : Continuously monitor call volumes, agent status, and queue lengths to identify potential issues.
• Staffing Adjustments : Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
• Break Management : Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
• Adherence Monitoring : Track agent adherence to their scheduled work times and identify deviations requiring intervention.
• Performance Reporting : Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
• Collaboration with Operations Team : Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.
• Identifying Trends : Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.
• Escalation Management : Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.
• System Management : Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.

Work Schedule :

4 : 30 PM - 4 : 30 AM (IST - 9 hrs Shift)