- Forecasting, scheduling and real-time controlling.- Manages schedule adherence reporting and operation team´s feedback process regarding disciplinary actions for schedule adherence and call centre policies that impact KPIs.- Generates and implements automated reports as requested to manage KPIs of business.- Communicating with senior management about any issues that may require further investigation- Developing reports that present findings from data analysis in a clear and concise manner- Track system issues and assess the impact on operational performance

- Monitoring user-generated content submitted to an online platform such as pictures, videos, articles and audio clips- Follow up the quidelines and policies for moderation- Screening and monitoring the sites for abusive, violent or other inappropriate content and ensuring a safe experience for its users- Moderating content after it gets posted to ensure that that everything is placed in the right category, free from scams, doesn't include any illegal items.

- Review and understand the business forecast and resource model to be able to articulate and report real time against the expected demand and off system levels pre business channel.- Monitor and analyse key performance indicators and trends to enable reforecast, reschedule, and adjust staffing levels, highlighting to the client and operation particular variances in the:Volume against forecast up or downAHT against forecast up or downAbsenteeism, adherence issues and other availability- Review and agree the locked schedule handed over from the scheduling team, checking the coverage provided to ensure SLA´s can be achieved and if not, what mitigating actions need to be taken.- Ensure all lines of business are open and working at the start of the day- Provide Real-time direction regarding queues to be worked ensuring delivery of all SLA percentage goals.- Review actual staffing versus schedule monitoring in real-time agent states providing direction for offline activities such as coaching, training, meetings, so on; for that day.- Evaluate adherence and take action to improve performance. Highlight to the business on an hourly basis the schedule adherence we have achieved and where the challenges are.- Produce simulations based on current and historical data to understand the impact of a situation such as a missed SLA, produce action plans to mitigate or recover the impact of a situation.- Provide operational updates on a daily basis, within the WFM system to ensure all factors are accurate, to allow informed decision making for daily management of the call centre, if required produce ad-hoc reporting and make recommendations to management on a real-time basis,- Provide ongoing internal/external communications and reporting with the operation staff/management/directors/VP’s on call volume, SLA´s, backlog totals, arrival patterns and performance vs expected.

- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution- Manage incoming calls, emails, live-chat messages-Provide accurate, valid, and complete information by using the right methods/tools- Keep records of customer interactions, process customer accounts, and file documents

- assisting shoppers to find the goods and products they are looking for. - processing cash and card payments. - being involved in stock control and management. - stocking shelves with merchandise. - dealing with customer refunds. - balancing cash registers with receipts.

- being the point of contact and build long-term relationships with customers. - helping customers through email or phone with their questions. - preparing of documentation for further conclusion of the contract. - collection of documentation for each month to the archive. - keeping monetary records. - making calculations and informing clients about the final cost.