Monitoring Coordinator (Call Centre ) - Operations jobs in Malta - December 2024

Monitoring Coordinator (Call Centre )

Centrecom Limited , Central Malta

Published on 03 Nov 2024

Expired on 30 Nov 2024


Centrecom Limited in Malta is currently looking to recruit a Monitoring Coordinator to join their team on a full-time basis.

Overview:

Centrecom is looking to recruit a Monitoring Coordinator to join the Workforce Management team.

Reporting to the Workforce Manager, the ideal candidate 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.

Centrecom Limited:
Centrecom has over a 30-years history of service of excellence in various industries. Our strengths encompass IT infrastructures, voice technology, call centre operations, back-office services, and specific aviation industry applications such as reservations, ticketing, refunds, customer support, baggage services, loyalty programmes, crisis management, complaint management, medical coordination and flight disruption management.

time
Full Time
Job Type
experience
Intermediate (1-3 years), Experienced (3 years +)
Experience Level
category
Operations
Category
industry
Business Support Services
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