Overview

In a call center, the responsibility for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level. This role supports the mechanisms to improve our contact center performance and client objectives. This role will also involve learning and demonstrating keys aspects in the planning & delivery Lifecyle and will be an evolving role that will inherit WFM attributes and objectives.

Qualifications

• Demonstrate sound work ethic.
• Excellent analytical, organizational, and communication skills & Basic Excel skills
• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution