Rohan Kapoor

Analyse and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and monthly basis Analyse call volume patterns in Real Time to optimize work shifts, breaks and lunches Monitor agent phone behavior, correct underperformance or inappropriate activity and ensure adherence to schedules Adjust workforce requirements based on changing/dynamic forecasts; reforecast when necessary Assist with projects and other duties as requested or assigned Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioural issues Develop an understanding of the Customer Reporting Process and extract data based on changing business requirements Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations