Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
Allocate shifts, breaks, and off days by balancing agent preferences, contractual agreements, and business needs.
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- Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
· Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
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