Responsibilities

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 Operations Partne...