Contact Center Quality Assurance – Real Time Adherence RTA

Requires someone with excellent communication and multi-tasking skills able to work in a fast paced environment Must be able to interact with various groups within Kelly IE: supervisors, Managers Provide timely information on adherence and attendance to internal audience written and or verbal Monitor agent attendance arrivals, breaks, lunches, early departures recording when agents are late, or sick with reporting to correct supervisor Contact agents when they are late to discover when or if the agent will be arriving, negotiating when necessary, to minimize shrinkage Adjust breaks or lunches to minimize daily shrinkage Identify where we are short staffed and create a workable plan of action to minimize the shortage with part time and full time agents Monitor dashboard for agent actions such as increased unavailable time or multiple log ins and outs with follow up with the agent and report to their supervisor Create reports for adherence and occupancy on daily or weekly basis or as per request Responsible for investigating agent log in and out entries through tools such as Elastic Pulse and provide information to their respective supervisor Responsible for updating activities in current week of schedules for things such as requested shift trades, absences, or terminations Working with schedulers on weekly hand off from future week to current week of schedules with information provided from schedules for deficiencies and plans of action. Providing information and feedback on current week for shortages and shrinkage and actions taken to minimize the impact in real time Must be able to work shift work as it is a 24/7 workplace Technology strength and communication skills telephone, texting, and email will be a must for this role.

9368819