Summary:We are seeking a knowledgeable and detail-oriented individual to support the day-to-day operations in a call center environment. The role involves real-time monitoring, communication with internal teams, and managing various operational metrics to ensure optimal performance and candidate experience.
Responsibilities: Maintain constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics. Identify irregularities affecting service levels and candidate experience, notify vendor partners, and advise on mitigation actions. Conduct timely discovery and escalation of outages, including troubleshooting and escalating issues to the tech team as necessary. Understand queues/routing profiles and perform skill blending and profile modification as required. Set up Priority Queue (PQ), Visibility Threshold (VT), and Preserve Ava...