Responsible for planning, creating schedules for 3 regions (APAC, EMEA & NA) for single/multi-skilled agents following the requirements provided by the client.Maintaining the right headcount, calculating call capacity and ensure service level targets are met.Maintain confidentiality relative to organizational strategies, objectives, and practices.

Responsible for real time monitoring, tracking, documenting and communicating agent activity.Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company’s financial goals (efficiencies) are met.

Assisted customers with their booking, travel concerns and inquiries.Mediates with the guests and hosts to provide resolution that will benefit both parties.