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Job Description:
- Monitor all contact center operational services in real-time to help agents achieve productivity targets on daily
- Check the attendance and compliance each contact center agent.
- Perform the actions needed when there is an increase in the volume of incoming.
- Compile reports related to the performance of the contact center daily/ weekly/ monthly.
- Identify and convey issues in the system and reporting to the Production Support in real-time.
Requirements:
- Bachelor Degree in any major
- Able to analyze data trends and anomalies
- Able to use data processing tools such as Excel or Google Sheet
- Familiarity with telephony or monitoring systems such as [e.g., Avaya, Genesys, Zendesk, WDE].
- Relevant experience handling RTM minimal 1 year