- Create and manage weekly and monthly caregiver schedules.- Communicate effectively with caregivers regarding their assignments and any changes to schedules.- Communicate schedule changes and updates to caregivers and clients promptly.- Address scheduling conflicts and adjust assignments as needed.- Maintain accurate records of caregiver availability and client requirements.- Collaborate with management to ensure compliance- Provide excellent customer service to clients and their families regarding scheduling inquiries.

• Deliver and manage staffing plan to meet the clients profile• Provide short term and long term plan to operations• Send weekly staffing report to senior leaders• Works closely with Operations, Senior Leaders and Product Lead/ Partner enabler to help deliver outcomes• Develop and publish weekly agent schedules. Track call forecasts against actual results.• Maintains the roster of the account assigned and enforce roster timeline to Operations

• Deliver real-time reports to operations and senior leaders ( Schedule Adherence, offline activities. Queue Monitoring )• Analyze reports, identifying issues and understanding the story behind the trends through regular conduct of root cause analysis.• Develop / Improves templates for reporting• Works closely with operations • Outage management• Queue management• Efficiently manage intra-day staffing and service level.

• Answer customer service emails, social media and chats in Gnatta• Manage customer orders / order follow up• Provide help with order escalations / tracking of orders• Collaborate with the team and leaders• Order Tracking

• Manage, analyze and resolve order issues.• Coach and mentor for the provisioning team• Manage internal provisioning escalations• Function as the first point of escalation contact for provisioning issues• Works with supervisors and OM to discuss orders opportunity and callouts• Provide daily order reports

• Responsible for the development of sales consultants through effective coaching • Builds culture and mind-set that is customer centric among team members• Responsible for the attainment of team set goals, efficiency targets and overall team performance• Provide floor support, learning sessions, coaching and feedback to agents• Supervise team in the absence of the Team Leader

• Answer customer billing inquiries, product, technical and escalations enquires.• Technical support ( how to reset password, VOIP connecting assistance, Internet Activation )• Identify sales opportunities renewing, add new services and service insurance• Manage customer orders in Siebel and Salesforce• Collaborate with the team and leaders• Manage and Provision orders in Siebel

• Answer incoming customer billing inquiries• Conduct research to provide answer to customer issues• Manage/Review Orders