Responsibilities
- Track live call volume and schedule compliance to maximize staffing efficiency and fulfill contractual requirements.
- Handle same-day or short-term offline event scheduling for call center agents while maintaining acceptable performance levels.
- Provide the Workforce Management Scheduling team with future exceptions for scheduling in IEX to ensure consistent staffing.
- Use CMS and RTA tools to help management teams maintain acceptable agent adherence to schedules.
- Analyze trends in call volume, average handle time, and attendance to anticipate overstaffing or understaffing, and adjust plans accordingly.
- Manage agent profiles in CMS to optimize use of all staffing resources.
- Review available reports to effectively manage performance for each call center business or product to achieve acceptable results.
- Participate in Help Desk calls to communicate how issues affect the call center.
- Assist in developing reports and processes that improve the call center's ability to plan for acceptable performance.
- Communicate call center performance and information by providing business updates on recent, current, and future states.
- Schedule daily, weekly, and monthly meetings to share information with Workforce Leaders, set expectations, and confirm business needs.
- Provide timely status updates on projects and initiatives to the business.
- Complete necessary reports and ad hoc reports as required.
