About the Role
The ideal candidate will be an analytically focused individual supporting intraday scheduling adjustments for a multi-site, omnichannel technical support environment. This role involves monitoring live activity to meet key performance metrics, collaborating with analysts and leaders, contributing to performance reporting, and identifying opportunities to improve workforce effectiveness across global operations. The position suits someone who excels in fast-moving settings and values data-informed decisions.
Responsibilities
- Help manage unpaid time off and paid time off requests across all regions using multiple systems.
- Support real-time oversight of daily schedules, schedule compliance, and agent workloads based on call volume trends, meetings, and non-call tasks.
- Supply technical support leadership with factual data on team and individual attendance and adherence to enhance productivity and service performance.
- Handle requests for temporary and permanent schedule adjustments and assist in generating workforce management reports on daily, weekly, and monthly cycles.
- Offer observations and suggestions for schedule improvements, both short-term and long-term, to increase contact center efficiency.
- Assist in managing workforce operations across regions, aligned with targets for utilization, shrinkage, service level, and schedule adherence, while completing assigned tasks as needed.
Work Arrangement
Remote - Brazil
About This Role
The ideal candidate will be an analytically focused individual supporting intraday scheduling adjustments for a multi-site, omnichannel technical support environment. This role involves monitoring live activity to meet key performance metrics, collaborating with analysts and leaders, contributing to performance reporting, and identifying opportunities to improve workforce effectiveness across global operations. The position suits someone who excels in fast-moving settings and values data-informed decisions.
