Call Controller - Real Time Management (FTC).2
Job purpose
The purpose of this position is to analyze, monitor, and ensure intra-day activities are enabled and completed in order to ensure Service Levels are achieved on all LOBs/Sites/Languages. The position controls call volume disruption between sites, secures and maintains service level on all LOBs, outage coordination, events management & Analysis and acts as the point of contact between outsource partners and du operation.
Qualifications, experience, skills and competencies
Minimum experience:
• 1-3 years’ experience in similar field or in contact center operation role in telecom industry
• Good understanding of contact centers projects/areas
Minimum education:
• BA in (Business Administration).
Knowledge and skills:
• Demonstrates an intermediate level of technical skills at the depth and scope required for the position. Functional, working knowledge of technologies within area of specialty. Operates independently in the skill area.
• Strong understanding of contact center business & environment.
• Excellent command of Real-time systems, Cisco& Exony systems
• Excellent MS Office skills
• Able to analyze, present & report data.
• Understanding of Command Centre principles/Real-time, especially Forecasted calls and different skill set VS LOBs