Found Description
Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines.
We help small businesses as well as enterprises to free-up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.
**Duties and Responsibilities**:
- Updates and processes data for real-time performance analysis.
Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
- Manages and monitors the queue for the Operations account against the attainment of passing service levels.
Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Team Captains and Operations Management.
- Acts as the central point of communication regarding account performance by cascading vital information to key decisi...