To ensure round the clock staffing, contact channels and contact types.
Monitor and check out the current processes of scheduling and staffing.
To proactively recommend and monitor the training, Voluntary off Time (Feedback Aux), based on the revision of schedule.
Need to uncover the potential opportunities of improved efficiency that includes schedule rotation, operation hours.
To utilize the required staffing and schedules for shaping which required to produce billing hours for client.
To ensure meeting operational commitments very well with the business clients.
Designing and Implementation of rosters (shifts) of Contact Centre.
Capacity planning (i.e. number of CSRs for each shift).
Provision of on demand reports & data analysis.
Contact Centre data maintenance in terms of leaves, medical claims, stationary, equipment and general maintenance.
Feed back to CSRs on their daily quantitative performances (i.e. number of calls and other related statistics).
Presentation of Performance Scoring Model (Quantitative part of DPR/MPR).
Reporting to management on daily, weekly and monthly basis.
Proficient in MS Word, MS Excel, MS PowerPoint.
Daily and monthly billing details.
Correspondence with client regarding update on requirements.

Looking after sales and marketing strategies and helping team for better results.

Answered inbound calls in support of customer needs. Conveyed in a reassuring manner step by step instructions to resolve issues. Forward & Log Complaints to concerned department for further feedback.
Also taking care of team as an Acting Team leader.
Correspondence. (E-mails)
Live escalations (Outbound Calls for Feedback)
Daily analysis and weekly reports.
Performance monitoring reports (Internal).