Job Description
- Prepare schedules based on client/business requirement.
- Prepare efficient staffing models and analysis, to help leaders in decision making.
- Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
- Collaborate with various business units, quality and training to schedule the necessary training and associate coaching to ensure the company's commitment towards quality is met.
- Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
- Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
- Develop schedules and staffing plans for assigned business in an accurate and timely manner.
- Identify schedule/plan changes in relevant databases and elevate issues as appropriate.
- Prepare reports for hir...
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