Requirements:

• High School Diploma.
• Minimum 6 months of BPO operations or workforce experience.
• Advanced Excel.
• Logical-mathematical concepts.
• Interpersonal Skills.
• Problem Solving Skills.
• Communication Skills.
• Leadership Skills.
• Flexibility.
• Stress Tolerance.

Responsibilities:

• Attentive monitoring of the operation detecting discrepancies with respect to what was planned.
• Tracking of call volume and assumptions real time to generating alerts in order to maximize utilization of staff present.
• Develop and communicate daily reports using SQL for Supervisors, ACCM, and Account Managers.
• Generate action plans according to the MOC, documenting in the monitoring templates, each action carried out.
• Constantly verify the attendance of the programmed staff and the connection states in which the agents are located, in order to have enough resources to meet the demand.
• Constantly verify the attendance of the programmed staff, in order to execute the company's security policies in relation to Active Directorycollection routes for agents that leave or enter between 10:00 pm and 6:00 am.