Mission Control Analyst




  • Handle agents' pending time-off requests, schedule swaps, trades, etc.
  • Real time monitoring (intra day management), flagging of agents on-board, ensuring that they adhere to the schedules provided and rising alerts to parties involved in case there are any deviations based on the inlaid guidelines
  • Ensure that there will be a smooth flowing production environment, coordinate and collaborate with operations and other concerned parties (i.e., training, quality assurance, higher level management and clients). Also recommend options and procedures to communication and operation improvements.
  • Prepare and process reports such as but not limited to EOD reports, per interval SLreports, staffing reports, adherence reports, EOM Reports, change requests and Time off requests.