SENIOR SPECIALIST, WORKFORCE MANAGEMENT

OVERVIEW

1. Schedule Generation and staffing analysis. Uses workforce management software and call volume history to manage intra‑day staffing levels. Ensures 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 training strategies to meet 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 concerns and requests by Operations Partners. Ensures minutes of the call are sent to all participants.
3. Schedule Management. Publishes schedules from the fina...