Vacancy Description
- 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 ...
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