Job Description

Responsibilities

  1. Main Objectives and Duties
    • 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 an...

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