Pacific Centrecom Fiji Limited
Nadi, Fiji
Key Responsibilities:-
Real-Time Operations
Monitor live contact center activity and adjust staffing to maintain service levels.
Track agent adherence and queue performance, making intraday schedule adjustments.
Communicate staffing needs and performance concerns to team leads.
Provide real-time insights from Voice of Customer (VOC) and share emerging trends.
Produce daily “End of Day” reports highlighting schedule exceptions and performance metric.
Reporting & Analytics
Design, maintain, and enhance dashboards and reporting tools.
Analyze KPIs and performance trends to support operational and strategic decisions.
Collaborate with Workforce Planners and Operations Analysts to improve scheduling accuracy.
Ensure timely and accurate delivery of daily, weekly, and ad hoc reports.
Provide feedback and recommendations for continuous improvement.
Key Performance Indicators (KPIs)
Intraday service level...