JOB PURPOSE

Responsible 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 calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

ESSENTIAL FUNCTIONS

· Assists in Training New Team Members

· Works with RTA Supervisors and Managers to complete projects and work with RTA analysts to complete adhoc requests

· Serves as an initial point of contact for RTAs in the absence of RTA leadership

· Serves as a Subject Matter expert for Skilling and Real time Monitoring

· Monitors and manages phone and back office performance by analyzing real time volume and team member performance

· Monitors and manages workload distribution by adjusting team member skilling within the center