Main Responsibilities

• 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
• Facilitates staffing calls, prepares intraday staffing call analysis reports, proposes schedule changes, addresses concerns of Operations Partners, and sends minutes to participants
• Publishes schedules from finalized shift bids, updates valid schedule requests, ens...