Monitor and report agents activity and performance
Update backlog, workforce, and Incoming numbers for each Tier in order to forecast the daily plan
Take ownership of daily tasks, execution and update correctly via Monday.com
Schedule the shifts on SO for all CS considering detailed guidelines
Coordinate vacations and make sure is matching SO and Kelio
Check on late agents and crossmatch with Kelio
Review and assign cases to agents considering specific skills and availability
Distribute daily tasks such as calls, chats, incoming, etc. considering forecasted traffic
Ensure all tasks/cases assigned to agents are being done in a timely manner, report and raise flags to the TL when needed
Identifying and handling a Production Incident
Take morning meeting notes, convert them into action items & Follow up
Make sure Premium cases are being prioritized, raise a flag, and take action if you notice something getting stuck
Send daily workload and end-of-day summary to management
Constantly available on Gchat to assist agents and management
Run specific reports for management when requested in order to analyze backlog and/or incoming situation
Communicate and work together as a team with the Globals SLs to coordinate the daily operations
Participation on daily meetings and projects

Requirements