Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
Manages agent profiles within CMS to best utilize all staffing resources
Monitors available reports to effectively manage the performance each ...