As a Real-Time Floor Monitor, I am responsible for overseeing and managing daily floor activities within the contact center. My primary tasks include ensuring that service levels are consistently met by monitoring real-time performance metrics, managing agent workflow, and addressing any immediate issues that arise. I also generate and provide first-level reports on operational performance, offering insights to support decision-making and enhance overall efficiency.Key Responsibilities:Manage Floor Activities: Oversee the daily operations on the contact center floor, ensuring smooth workflow and effective management of agent performance.Monitor Service Levels: Continuously track real-time service level metrics to ensure that performance targets are achieved and address any deviations promptly.Address Immediate Issues: Quickly identify and resolve any operational issues, including technical problems or staffing challenges, to minimize disruptions and maintain service quality.Generate Reports: Provide first-level reporting on performance metrics, including service levels and agent productivity, and offer actionable insights for continuous improvement.

As a valuable member of the Contact Center Governance team, I play a pivotal role in overseeing and optimizing the efficiency of contact center operations. My responsibilities encompass managing agent readiness, meticulously monitoring call traffic, and scrutinizing consultant activities to ensure a seamless customer experience. With a focus on achieving and maintaining Contact Center (CC) service levels, I work diligently to justify results and uphold performance standards. Leveraging my expertise in workforce management (WFM) systems, I excel in crafting and managing agent schedules, ensuring optimal resource allocation for enhanced operational success.

CS Operation Management and CC Traffic Controller are responsible for Call Center operation and performance (call arrivals and staffing). Excel in overseeing and optimizing contact center operations. My responsibilities encompass managing agent readiness, meticulously monitoring call traffic, and scrutinizing consultant activities to ensure seamless and efficient service delivery. Proficient in workforce management (WFM) systems, I specialize in crafting and maintaining agent schedules to align with organizational goals. My expertise extends to consistently achieving and justifying Contact Center (CC) service levels, contributing to the overall success of the team and the satisfaction of our customers.

As a dedicated member of the CS Fraud Control Management team, my primary role revolves around safeguarding the integrity of our contact center operations. I am entrusted with preventing fraudulent activities perpetrated by our Contact Center staff, both internally with regard to processes and in their interactions with external customers. This entails investigating suspicious cases that are escalated, ensuring precision and justification in all outcomes. With a commitment to accuracy, I make informed decisions on the appropriate actions to be taken upon confirming instances of fraud, thereby upholding the security and trustworthiness of our operations. (2years)

Call Center Representatives