Responsibilities
- Track real-time inbound customer interactions across chat, email, phone, and ticket systems to maintain proper staffing levels and meet service targets during all shifts.
- Create near-term and mid-term volume projections using past data, digital ad campaign timelines, billing cycles, policy changes, and seasonal trends to determine staffing needs by interval, day, week, and month.
- Design, distribute, and update agent shift schedules for all BPO support units, aligning staffing with expected contact volume while fulfilling SLA commitments and honoring agent scheduling preferences.
- Generate regular performance summaries detailing service level compliance, queue status, agent workload, occupancy, shrinkage, and average handle time trends across all support platforms.
- Use understanding of digital advertising operations — such as campaign rollouts, billing schedules, policy enforcement dates, and platform updates — to predict contact volume fluctuations and adjust workforce strategies in advance.
Responsibilities (5)
- Monitor live inbound contact queues — including chat, email, phone, and ticket channels — in real time to ensure adequate coverage, balanced workload distribution, and adherence to service level targets throughout each operating shift.
- Develop short-term and medium-term contact volume forecasts using historical data, digital advertising calendar events (campaign launches, billing cycles, policy updates), and seasonality patterns to project staffing requirements at interval, daily, weekly, and monthly levels.
- Build, publish, and maintain agent schedules across all BPO support teams, ensuring shift assignments optimize coverage against forecasted contact volume while meeting contractual SLA requirements and agent preference policies.
- Produce daily, weekly, and monthly operational performance reports covering service level achievement, queue health metrics, agent utilization rates, occupancy, shrinkage, and AHT trends across all support channels.
- Apply a working knowledge of digital advertising concepts — including ad campaign lifecycles, billing cycles, policy enforcement timelines, and platform update schedules — to anticipate their impact on inbound contact volume and adjust workforce plans proactively.
