- Monitor and manage activities to support service level across a large team.- Manage real team SLA and take decisions of all activities.- Produce and analyze required daily efficiency reports.- Forecast required head count for incoming business.- Work with operation to ensure adherence to proposed schedule.- Design the Contact Center schedule based on the forecasting plan.- Analyze work flow and staffing work assignment to ensure operational benchmark are met.- Responsible for accurate reporting of the daily, weekly and monthly metrics.- Create and deliver daily, weekly and monthly WFM reports and Agent performance KPIs.- Executes plans and ensures effective implementation of schedules.- CRM Admin & Reporting, Bulk Cases ( Assign, Close & Modify ) , Create dashboard through CRM and deliver daily and monthly reports.

- Daily, Weekly & Monthly Reports & Dashboards preparation on CRM. - Create and maintain reports ranging from agent to site level metrics.- Executes plans and ensures effective implementation of schedules.- Scheduling Criteria and Staffing, Monitoring and managing Real-time.- Manage non-productive time request process, ensuring activities are planned without impacting SLA.- Maintain running report of attendance incidents.- Forecast call volume/arrival patterns to ensure that schedules and work patterns meet business requirements while addressing individual needs.- Create and deliver daily, weekly and monthly WFM reports and Agent performance KPI’s

- Leading Call Center agents during the shift to receive the customer's complaints , capture complaints in CRM application , goal the required dashboard record , make a daily performance to be reported to the line manager.- Update customer demographics ( e.g. address details , contact numbers ) within strict guidelines set out in the bank's processes, Complete transactions , within transaction limits as set out , based on telephone requests from customers by capturing the transactions online using the bank's systems and processes.-Ensure that the number of calls answered , the time - to - answer and other performance metrics conform to the bank's standards as determined from time to time.- Log all calls received on the query management system indicating customer and query details as required.- Ensure that calls logged correspond calls received ( number of calls ) on a daily basis.- Identify each customer in accordance with procedures as set out prior to releasing any information or performing any action on their account.- Own the resolution of customer queries by responding to their requests at the first instance using all the bank's systems available .- Occasionally receive enquiries from Support staff in branches . Provide assistance to the branches to resolve their queries, and coach the staff on how to resolve such queries in future.