• Manage Real time monitoring as it relate to queues, service level; and schedule adherence.• Generate daily, weekly, monthly statistics on adherence, attendance and ACD/CMS information to management and for capacity planning inputs for the staffing.• Provide analysis on a day-on –day performance of the programs being handled.• Work with the management team to anticipate, understand and meet the needs of the business.• Interfere with the center management and central ops regarding factors and may impact staffing, service level and assist in coordinating center ops activities with central ops.• Provide directional inputs for discussion and implementation.• Handle attendance hotline.

• Manage Real time monitoring as it relates to queues, service level; and schedule adherence.• Generate daily, weekly, monthly statistics on adherence, attendance, ACD/CMS and billed updates information to management and for capacity planning inputs for the staffing.• Provide analysis on a day-on –day performance of the programs being handled.• Handle morning roll call updates via phone with clients and other vendors on the yesterday’s stats and performance, day-to-day updates and future activities of ops.• Handle attendance hotline.

• Handle a supervisor call.• Providing a floor support.• Handling a classroom training for nester’s and newbies.• Sending an EOD reports.

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately.• Delivering world class customer service by communicating with energy and personal confidence.• Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction.• Providing accurate product information and serving as a knowledgeable resource for the customer.• Demonstrate passion for excellence with respect to treating and caring for customers.