Found Description
Overview
Main Objectives and Duties
- Deliver hourly, daily, weekly, and month‑to‑date reports as required.
- Analyze forecasts and identify deviations for the previous day and current day.
- Determine root causes of misses and variances.
- Ensure report accuracy and efficiency; identify and fix errors.
- Provide real‑time intraday analysis and reporting.
- Process real‑time segment entry requests.
- Ensure all agent activities are properly accounted for using exception codes.
- Perform real‑time segment updates for absences and off‑phone activities.
- Communicate any system downtime to all stakeholders.
- Escalate system and tool issues to Qualfon and the Client.
- Provide timely, clear communication to Operations and Clients during downtimes.
- Document and send downtime summary reports.
- Monitor and manage intraday staffin...