Returning Moms Virtual Career Fair
Core
Sr. Associate managing real-time floor operations, agent scheduling, and SLA adherence for voice customer care teams.
Role type
Senior IC operations associate (customer care)
Builds
Efficient workforce schedules and service level compliance for voice support teams
Domain
Customer Experience (CX) / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
SLA monitoring, Root cause analysis, Workforce scheduling, Data analytics, Process improvement (Lean/Six Sigma), System navigation
Preferred skills
Banking Capital Markets, Fraud Detection, Technical Support
Responsibilities
Monitor and support activities to ensure adherence to service level agreements (SLAs). Track real-time agent schedule alignment and optimize breaks proactively. Conduct root cause analysis for SLA deviations and support development of corrective action plans. Manage daily exception requests and update agent schedules accordingly. Coordinate entitlement planning and scheduling to ensure workforce efficiency. Generate and analyze efficiency reports to identify trends and improvement areas.
Seniority
Senior, hands-on IC
