Monitoring Supervisor (Call Centre )

Centrecom is looking to recruit Monitoring Supervisor on a full-time basis to join the Workforce Management team.

Reporting to the Workforce Manager, the Contact Centre Monitoring Supervisor will be in charge of handling WFM plans, notifications, implementations, monitoring and controlling the weekly/daily work schedules and assignments including shift, OT and Holiday duty charts to ensure optimum utilisation of the Operations teams.

So why work with us?

We are a dynamic and innovative company, and we seek candidates who have the same spirit

You will be joining a company that values its employees and invests in their career

You will work with a team of professionals who are available to help you navigate and grow.

Responsibilities.

• Intraday Management and staff reallocation to guarantee service level targets achievements.
• Oversee real-time monitoring of queues and skill sets, regardless of location and identifying intra-day trends
• Monitoring the implementation of the day-to-day scheduling and forecasting.
• Monitoring agents’ adherence, exceptions to their schedules, helping in floor management (increase productivity by controlling agents’ thresholds).
• Daily outlier Performance reports generation to all function of the call center as to measure performance and support the call center management team decision making
• Execute reporting packages for agents teams, and programs to provide analysis of areas of opportunity, AHT, schedule adherence, and service level.
• Send our regular performance updates including interval and intraday SL % to forecast, ASA and callouts
• Monitors various staff performance parameters including attendance, duty roster, leave plan, operational efficiency, productivity, workload and quality of work etc. and highlights significant/critical issues to superiors
• Highlights and reviews with superiors the significant resource availability, deployment and utilization matters; follows up in order to resolve issues

Requirements.

• Minimum 1 year of experience in working at a call centre.
• Good command of Microsoft Excel and other Microsoft Office applications.
• Excellent written and verbal communications skills.
• The ideal candidate possesses analytical skills, problem-solving skills and decision-making skills.

Why work here?

• Training and development
• Health insurance
• Mobile schemes
• Gym packages included
• In-house canteen serving different healthy food
• Monthly events
• Free on-site parking
• Staff discounts in over 50 businesses
• Dress down Fridays