Job Summary

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 ...