Lead-Account Management

Key Responsibilities:

• Monitor real-time call volumes, agent availability, and adherence to schedules.
• Analyze and respond to deviations in performance metrics, such as service levels, occupancy, and average handle time (AHT).
• Collaborate with team leaders and supervisors to address staffing gaps or overages in real time.
• Provide timely updates and recommendations to improve operational efficiency.
• Generate and distribute daily performance reports to stakeholders.
• Assist in scheduling adjustments, including breaks, meetings, and training sessions, to maintain workflow balance.
• Act as the first point of contact for escalations related to workforce management tools or processes.

• Proven experience in workforce management or a similar role (preferably in a contact center environment).
• Strong analytical skills with the ability to interpret data and make quick decisions.
• Proficiency in workforce management tools.
• Excellent communication and collaboration skills.
• Ability to multitask and remain calm under pressure.
• Intermediate to advanced knowledge of Microsoft Excel or Google Sheets.