• Monitor the agents & daily activities vs. the plan received from scheduling team
• Communicate with internal/external stakeholders to address real-time challenges
• Support the operation in day-to-day requests & ad-hoc once asked
• Provide daily reports to clients and analyze performance data for operations management.
• Identify trends and potential issues in real-time operations, proactively recommending adjustments to staffing and scheduling adjustments
• Driving performance through effective intraday tactics
Excellent communication and interpersonal skills.
Develops and maintains positive working relationships with others
Conflict resolution
Teamwork
Capable of teaching and mentoring others
Dependability & loyalty
able to work independently with minimal supervision
Strong analytical and numeric skills
Effective problem-solving capabilities
Detail-oriented with strong organizational skills.
Shares ideas and information
Assists colleagues spontaneously
Takes pride in the achievement of team objectives
Has credibility with peers and senior managers
Self-motivated and results-driven
Committed to high customer service standards and exceeding expectations.
able to multitask while maintaining high-quality standards under tight deadlines
Ability to prioritize workload, and perform multiple tasks with attention to detail
Capable of working effectively under pressure
University degree
Proficiency in German at the C1 level is required.
Good command of English, both written and spoken.
Very Good command of MS applications especially Excel and PowerPoint.
+ + Following skills/Knowledge is a plus
• Call centre experience
• Knowledge of workforce management
• knowledge of the call centre industry and key metrics that drive performance such as AHT, Shrinkage, NPS, FCR, Final Fix, 1st Fix & CS
• Familiarity with the following tools
o Verint
o Excel Power Query
o CCS tool
o Citrix Tool
o Share Points
o Genesys