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
Banking Capital Markets, Customer Care, Customer Experience (CX)
Deliverable
dashboards & analysis
Required skills
SLA monitoring, Root cause analysis, Workforce scheduling, Data analytics, Process improvement (Lean/Six Sigma), Exception management
Preferred skills
COPC certification, Fraud detection, Technical support
Technologies
Multiple operational systems and 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, Engage with operations teams to discuss performance, scheduling, and workforce planning
Seniority
Senior, hands-on IC
