Contact Centre

•Continuously monitor real-time performance metrics, including contact volumes, service levels, Utilization, average handling time, agent availability, and other key metrics using workforce management software. Identify and immediately communicate with the contact center leadership staff of any performance issues.

•Track and monitor agent adherence to assigned schedules, breaks, lunches, and other activities. Identify and directly address any instances of non-adherence.

•Analyze intraday forecasting and real-time data to identify trends, patterns, and areas of improvement. Make recommendations to the contact center leadership team for process improvements, resource allocation adjustments, or workflow changes to optimize operational performance.

•Identify and promptly escalate any operational issues, system glitches, or unexpected events that may impact service levels. Collaborate with the appropriate teams to address and resolve these issues in a timely manner.

•Maintain open and effective communication channels with various stakeholders, including supervisors, managers, team leads, and frontline agents. Collaborate with different teams to ensure effective coordination and information sharing regarding real-time performance and any required adjustments.

•Proactively review requests concerning discretionary activities such as undertime, vacations, training, meetings, offline work, and work closely with the WFM leadership to determine if requests are to be approved or denied. 

•Monitor the agent call out line and report all absences and late arrivals via the appropriate communication process.

•Assign and update agent schedules in WFM tool.

•Manage and update Skilling in the ACD system.

•Update the Workforce Management platform with all reported real time schedule exceptions.

•Perform daily reporting around schedule adherence and other contact center related KPIs to assist the forecasting process.

•Other duties as assigned.

•Minimum of 2 years contact center experience.

•Experience in multi-site call center real time adherence monitoring preferred. 

•Creative approach to problem-solving.

•Solid ability to multitask.

•Excellent interpersonal, verbal, and written communication skills.

•Experience with workforce methodologies and WFM tools preferred.

The position requires you to have US work authorization 

MSC Cruises USA is an equal opportunity employer that complies with EEOC rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.