Real-time queue management (NICE WFM, Avaya CMS, and LogMeIn Rescue)
Trigger and solicit Voluntary Time Out / Over Time as necessary.
Generate the Call/Chat Handling, Consolidated Reports, Bi-Hourly, Absent Report, Idle and Day End Service Level report.
Daily check on attendance
Manage schedule adherence by doing NICE IEX segment uploads
Manage workstation plotting and workstation’s Audit
Coordinate with Intraday/ Scheduling Team for real-time swap/schedule/SIL alignments.
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