Mission Controller: Gestor De Tiempo

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Mission Controller: Gestor De Tiempo

Descripción de la oferta

In eperformance we are looking for a Mission Controller to join our team, this person would ensure that the operation is working following the planning and scheduling, as efficiently as possible with control and real-time monitoring of key metrics.


• Permanent tracking, monitoring, alerting of operation discrepancies, deviations with respect to what was planned.
• Permanent tracking, monitoring, alerting of call volume and assumptions o real time generating alerts to maximize utilization of staff present.
• Ensure that the account directors have the relevant information of what is happening (basic concepts) in real time in the operation.
• Permanent tracking, monitoring, alerting, and communicating intraday behaviors to supervisors, floor managers, account managers, WFM team that are generated in real time from the emerging metrics by interval and the closing of the operation.
• Inform and follow up any technological problems that may arise in the operation and leave it reflected in the incident log.
• Permanent Generation of action plans according to MOC, documenting in daily logs each action carried out.
• Constantly verify attendance of the scheduled staff and connection states in which the agents are located, to have enough resources to meet the demand.
• Constantly verify attendance of scheduled staff, to execute the company's security policies in relation to Active Directory.
• Constantly review queues and skill priorities of agents to maximize service levels, line adherence o metric at hand.
• Constantly communicating with operations and clients on specific tools as needed guaranteeing prompt response and acknowledging request.

• 1 to 2 experience years as a Call Center advisor.
• Desirable knowledge regarding databases and SQL programming.
• Intermediate Excel level = 50%
• High English level: B1+ or B2

Salario: $ 2.500.000,00 (Mensual).




Sin experiencia previa

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