Company Description:
Department: Knowledge Management (KM)
Job role: Content Lead
Summary:
We are seeking a highly experienced and motivated Content Lead to oversee and guide our content creation efforts on process documentation and knowledge base development. As a Content Lead you will be responsible for our client’s voice and meet business objectives. You will play a key role in developing content strategies, coordinating content projects, and maintaining consistency across various digital platforms.
Job Description:
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.
Qualifications:
- 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.
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