Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Essential Functions/Core Responsibilities
• Distributes accurate and timely agent schedules using WFM tools
• Inputs intraday corrections and exceptions into systems for agent time off and absences
• Monitors inbound volume for unusual activity to ensure staffing needs are met
• Recognize abnormal scheduling issues and escalate as necessary
• Initiates and coordinates trouble tickets and escalate issues as required
• Prepares standard and ad hoc reports for agent availability effectiveness
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command canter
Required Skills and Qualifications:
Bachelor's degree in any related filed.
a minimum of 1 year of experience within th...