CS Workforce Management - Contract (SPX Express)

What you'll do

• Responsible for monitoring all queues and ensuring adequate actions are taken to ensure target metrics are achieved
• Monitor agent activities ensuring adherence to schedules and activity entries are up to date
• Support real-time activities and roster maintenance in line with business and staff requests
• Identify emerging trends and anomalies, in order to communicate to workforce planner and reporting to identify business opportunities and continuous improvement as well
• Provide accuracy in all work completed must adhere to schedule and maintain a high standard of output while completing tasks within reasonable time frames
• Support continuous improvement initiatives by sharing observations and best practices from real-time operations

Requirements

• Good understanding of CS metrics esp. in live channels
• RTA or related experience will be beneficial
• Strong communication skills will be beneficial
• Rise to a challenge and thrive in a fast paced demanding environment 
• Proficiency in GSheet/Excel
• Ability to work 5 days per week on a rotating roster (non-fixed days)
• Willingness to work on a rotating shift roster, including weekends or public holidays if required