Responsibilities

Main Objectives and Duties:

1. Schedule Generation and staffing analysis

Uses workforce management software and call volume history to help manage intra-day staffing levels.

Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups.

Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rate.

Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level.

2. Facilitates Staffing Calls

Prepares intraday staffing call analysis report.

Proposes schedule changes to address staffing needs.

Addresses and provides possible solutions to any concerns and requests by Operations Partne...