Sr. Associate - Rta (Barranquilla)

Contract Type

• Brick and Mortar

Location

• Barranquilla - Atlantico

Date Published

Job ID

• REF27050E

Job Description

Sr. Associates in this role get to: Be the expert: Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR. Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level Extend support: Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering consultants. Coordinate offline activities. Prepare EOD performance analysis reports Strengthen relationships: Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery. P...