Service Level maintenance | Call volume management | Call traffic improvement by Skill-based call routing | Assigns skills to the Operations team | Real Time queue monitoring; flagging and over threshold callouts | Adjusting and plotting schedules and activities in real-time | Creating reports and Ad Hoc reports | Documenting and tracking of metrics and performance | Trends and patterns analysis to improve managing and meeting target Service Level | Excellent communication and coordination skills with Operations Management, Training Team, Clients, Stakeholders and other levels of management/