Anna Setati

Monitoring and addressing non-adherence and absenteeism, advising operations on risk mitigation, reporting adherence and shrinkage, analyzing trends, identifying productivity issues, real-time queue monitoring, and handling high volumes of information and Slack communication.

Monitoring KPIs, alerting deviations, taking proactive actions (e.g. adjusting routing, coaching), notifying supervisors of schedule issues, alerting atypical call volumes, tracking agent status and AHT, ensuring tool functionality, testing IVR/Softphone, escalating incidents, analyzing reports, reviewing call inflow patterns, suggesting improvements, and daily updating operational and WFM report.

Monitoring real-time floor activities, identifying unplanned events, communicating with stakeholders, resolving issues, proactive resourcing, preparing client/internal reports, adjusting scheduling software, tracking performance, meeting KPIs consistently.

Coaching team for quality delivery, managing out-of-line situations, timely communication, HR policy adherence, conducting team briefs, providing regular feedback, disseminating business communications, managing timesheets, updating performance files, compiling/send reports, and focusing on improving customer experience through call listening, quality checking, coaching, and feedback.

Providing a timely and attentive response to inbound calls, ensuring customer satisfaction. Aiming for First Call Resolution by accurately and comprehensively resolving customer queries. Effectively communicating relevant information and benefits of the product or service.