* Monitoring real-time call volume, agent availability and adherence to service level agreements. * Evaluating events surrounding schedule adherence and operational situations which may impact productivity such as absenteeism or system outages. * Flagging any risks( break and lunch exceeding) that might impact service level on the groups. * Creating dashboards and updating them daily to keep record of any trends that might impact the accounts. * Creation of P & As and updating the files daily.

* Oversaw staff coverage against daily overs and unders, deliveringimmediate shortfall reports* Charted Operational Performance Agreements (OPAs) as per operationalrequirements, adhering to daily LAT agreements* Mitigated interval loss with operational teams, optimising productivity* Compiled and distributed interval reports to operations and clients,ensuring transparency and accountability

* Monitored staff coverage against daily overs and unders, providing realtime reporting of shortfalls* Identified and flagged schedule non-adherence immediately, ensuringoperational efficiency* Communicated all exceptions promptly to the Real-time Analysts tofacilitate quick resolution

* Handled inbound calls, providing effective solutions to customer inquiries* Delivered exceptional assistance to customers, enhancing their overallexperience* Executed device repairs, ensuring minimal downtime for clients andmaintaining service quality

* Managed high volume inbound calls, delivering exceptional service tocustomers. * Provided expert assistance to customers, addressing inquiries and resolving issues promptly* Served as a Subject Matter Expert (SME) for device settings, guiding team members and clients effectively. * Acted as Team 2IC (Second in Command), supporting team leadership, and facilitating smooth operations