Sr. Associate - Customer Care - Voice 5B
Core
Monitor and support customer care voice operations to ensure adherence to service level agreements (SLAs) and optimize workforce efficiency.
Role type
Senior Associate, Customer Care Operations
Builds
Efficient voice support operations for global enterprises
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)
Preferred skills
COPC certification, Customer Experience (CX) expertise
Technologies
Operations management systems, Efficiency reporting tools
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
