Qualifications: The DRA is responsible for intra-day management activities while working closely with Operations to meet service level requirements. He/she will monitor incoming contact volumes, report daily attendance schedules, provide adherence reports of agents, and ensure optimum service levels are achieved to deliver consistent contact center performance.
Main Job Tasks, Duties, and Responsibilities
• Manage the call volume, daily attendance, and program break schedules
• Assist with the creation of metrics and targets for services
• Work closely with the Operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly, and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned
• Formulating procedural manuals for all departments
• Intervening when necessary to avoid escalation of a difficult or unprofessional call situation