Monitoring of agent queues and generate performance reports to identify performance trends. Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side. Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency. Required to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies
