Sr. Associate - Customer Care - Voice 5B
Core
Monitor and support payroll activities to ensure adherence to service level agreements (SLAs) and optimize agent schedules.
Role type
Senior Associate, Payroll Operations
Builds
Efficient workforce scheduling and SLA compliance for customer care operations
Domain
Customer Care / Payroll Operations
Deliverable
dashboards & analysis
Required skills
SLA monitoring, Root cause analysis, Scheduling optimization, Exception management, Entitlement planning, Efficiency reporting, Process improvement (Lean/Six Sigma), Operations coordination, System navigation
Preferred skills
COPC Certification, Customer Experience (CX), Data Analytics, Fraud Detection
Technologies
Payroll systems, Scheduling tools, Operations management platforms
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. Participate in centralized or site-level management meetings as required. Support process improvement initiatives including Lean and Six Sigma projects.
Seniority
Senior, hands-on IC