About The Role
This role will act as the operational control tower. Continuously monitor real-time contact volumes and wait times across all channels. Dynamically advise Team Leaders to reallocate agents from low-volume to high-volume channels to prevent backlogs and ensure strict handling time.
As our Astronaut, your missions are:
- Capacity Planning & Forecasting: Build intra-day, daily, and monthly volume forecasts using Erlang-C models, accounting for local seasonal peaks
- Intraday Queue Management: Continuously monitor real-time queue metrics across multi-channel environments and adjust agent routing dynamically during unexpected traffic spikes
- Performance & Adherence Tracking: Track Real-Time Adherence (RTA), shrinkage (planned vs. unplanned), Occupancy, Average Handling Time (AHT), and Auxiliary (AUX) time to maximize operational productivity.
- Roster Optimization: Design weekly shift schedules, break timings, and time-off allocations while ensuring compliance regulations.
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