Job descriptions:
– Monitoring of all operational services in call center operations in handling calls traffic
– Check attendance, adherence, and discrepancies in every call center agents
– Run an action plan/recovery plan during an increase volume of incoming calls
– Read and interpret real time conditions of reporting tools per interval
– Help to achieve the target service level, either per interval or per daily
Requirements:
– Min. Diploma degree
– Min. 1 year experience as Real Time Floor Monitoring in Contact Center industry
– Strong in data analytics and has good Ms. Excel skills
– Good team player, has positive attitude and eagerness to learn
– Driven and motivated
Shopee
