Srinu E Email & Phone Number

India

 Analyzing schedule efficiency measurements as well as key indicators such as service level, Occupancy for continuous improvement. Managing Real Time queue and amending schedules to meet the client requirements. Communicating with other functional departments when outages/equipment failures occur to ensure action plans are timely to minimize disruption to the contact center, will re-direct calls/Advisors as require. Daily skilling in CMS for all the employees Working very closely with ops to meet KPI’s Publishing Hourly, EOD reports and monthly reports, Publishing the AHT, ACW, Agents production Reports on every half an hour on daily basis, Publishing the Agent productivity reports Keep tracking Performance and status of employees, Managing down time during application or system outages Documenting and notify on production outage.