Roles N Responsibilities of Real Time Operations Manager

[philzz]

Hi All,

Can any one help me in understanding the roles and responsibilities of an Real Time Operations Control Manager and what are the necessary metrics that are required to control and manage the operations floor in a contact center. Also, require help in understanding how and what type of reports need to be prepared for both inbound and out bound contact center.

Thanks for all your inputs.

Regards
philzz

[n_meghanath]

In fact the role of a real time operations control Manager would be monitoring all the key metrics of the program which differ from program to program. Generally we might consider all the business drivers to be a key area for monitoring interval wise. For example in case of high abandoned and low svl acheivement it will be role of the Manager to find out the cause and find a solution maybe postponed the scheduled break for a while, rework on the staffing etc. Interval reports which gives all the critical key areas and you might add another field which gives you the integrated figures for the day.

[philzz]

Hello Mr Meghanath,

Thanks for the information. If you could help me further by letting me what kinds of reports needs to be generated on a daily basis for monitoring the campaign's success. Also, would like to know what are the metrics that we need to consider to generate reports.

Thanks in advance for your help once again.

Regards
philzz

[n_meghanath]

Hi phillz

First of all you need to get down to the micro level of the SOW, then going ahead you need to identify the key areas where the target score is counted. For instance, how much of the target score is weighted on SVL, occupancy, ASA, escalation, Quality etc.
Once you identified them then you can find if they could be monitored intra day.

You might want to generate interval reports for skills stats which gives you the svl, occupancy, calls offered, answered, percentage answer, abandoned, abandoned rate, aht broken down to hold, talk time, ACW. Once you get the figures you might like to see your target for that interval which might be based on the call flow/ peak hrs etc.

In fact you need to know and understand what you require at the end of the day and see to it that you acheive it at every point of time.