Essential Functions/Core Responsibilities:

• Manage Real Time exceptions in a large call center environment

• Provide communication to and from Operations and other support departments for escalation of service-impacting issues

• Oversee call flow, real time, through workforce management tool (i.e. IEX).

• Monitor intra-day call and work volume as compared to forecast.

• Completes real time activities related to staffing Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required

• Ensures that service level reports to scan for issues and anomalies and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)

• Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance)

• May conduct manual studies or analysis due to system shortfalls (i.e. AHT, etc.)

• Manages special...