- Monitor agent schedule adherence using real-time adherence and WFM software.
- Call out non-adherent events to Operations through phone, email and chat.
- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, etc.
- Identify service level risks intraday, and partner with Call Center team to create a plan of action to correct.
- Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines.
- Inform Operations management so decisions can be made regarding off-phone activities with up-to-the-minute daily statistics.
- Make schedule updates and optimize scheduled activities.
QUALIFICATIONS
- Minimum one year experience in a call center environment.
- One year prior experience working with workforce management technologies, ACD and real time monitoring.
- Basic knowledge of agent skilling a plus.
- Strong analytical skills required.
- Proficiency in Microsoft Office Applications including Word and Excel and other relevant software.
- Ability to communicate tactfully, verbally and in writing with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions
EDUCATION
- Completion of high school or basic education equivalency required.
- Two years college or more preferred.
SPECIAL INSTRUCTIONS TO CANDIDATES