Job Description

• Monitors service levels, abandon rates and aux utilization for multiple lines of businesses and sites.
• Engage managers in real-time actions needed to meet performance objectives.
• Adjust agent skills as needed to manage service levels in a multi-skill environment.
• Responsible for updating schedule exceptions, temporary schedule changes, and permanent schedule changes in Visa’s WFM system based on requests from the call center teams.
• Responsible for running attendance reports, check-in summary reports, and forecast reports from the workforce management system and sending the information to production managers.
• Responsible for running additional reports as needed and pulling data from Genesys WFM and CC Pulse at the request of the Resource Planning Analysts to assist the department in meeting project deliverables.
• Supports the management of the workforce management forecaster/scheduler software syste...