Main Objectives and Duties:
1. 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.

2. Facilitates Staffing Calls
• Prepares intraday staffing call analysis report
• Proposes schedule changes to address staffing needs
• Addresses and provides possible solutions to any concerns and requests by Operations Partners.
• Ensures minutes of the call is sent out to all participants.

3. Schedule Management
• Publishes schedules from the finalized shift bids
• Updates all valid schedule requests
• Ensures all agents have correct number of hours and rest days
• Sends out notification to email concerns of the initial and finalized schedules.
• Creates report/tracker of any late approved and requests for documentation
• Creates monthly shift bids and distributes to Operations
• Makes sure shift patterns aligned with forecast/sale trends of respective accounts/clients.

4. Workforce Scheduling Tool Utilization and Maintenance
• Ensures all schedules are run through the scheduling tool
• Creates intraday analysis and simulations on the schedules plotted on the tool
• Updates schedules to ensure proper staffing
• Ensures that Workforce scheduling data is aligned in published schedules on all media.

5. Trend Analysis
• Uses workforce management software and call volume history to help manage intra-day staffing levels.
• Recognize/interprets trends and analyze intraday call forecasts and communicate to management team provide commentary to assist supervisors and
managers in meeting daily/weekly goals.
• Conducts analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer.

6. Manage Agent Leaves
• Computes staffing percentages to identify correct VL allocation per day w/o compromising expected revenue numbers.
• Coordinates and projects shrinkage expectations
• Identifies correct VL allocation per group
• Sends out list of VL approval to operations team

7. Avaya Skill Set Audit
• Audits skill sets for all agents that access CMS
• Ensures correct skill set sand priorities are assigned to all agents
• Makes discrepancy report on skill set
• Requests correction to CMS Admin
• Assists Real-time team on skilling concerns
• Maintains documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified
• Research, recommend, and assist with the implementation of call center technology.

• Bachelor’s Degree in Business Administration, Accounting, Finance, or Math or relevant work experience,
• (2-4 years) considered an acceptable substitute for the education requirement.
• Experience working with different Scheduling software (Eg. Verint, eWFM, IEX, Genesys)
• Other Skills and Experiences (Min)
  
  Competencies
  Documentation and Reports
  Data Collection, Integrity and Analysis
  Critical Thinking
  Workforce Management
  Problem Solving