Job Description:

• Conduct real-time analysis of agent occupancy and schedule adherence to ensure optimal performance.
• Analyze staffing levels, scheduling gaps, and overall staffing performance while following customer service standards to maximize labor efficiency.
• Manage intra-day workforce performance and monitor shrinkage trends to identify areas for improvement.
• Report on oldest contacts by team, backlog, and skipped contacts to maintain operational effectiveness.
• Maintain an agent master file with updated staffing, attrition, and departmental changes, ensuring effective communication of any outlying agent performance in real-time.
• Remain flexible to take on additional assignments as needed.

Requirements:

• Experience with Workforce Management (WFM) in a multi-channel environment.
• Proficient in WFM and scheduling software such as Verint, Aspect, Assembled, Nice.
• Strong skills in Microsoft Excel or Google Sheets.
• Excellent interpersonal and communication abilities.
• Strong analytical and problem-solving skills.
• Highly organized, capable of managing competing priorities.
• Ambitious and consistent, with a comfortability in diverse and challenging situations.

Benefits:

• 401K
• paid time off
• dental
• medical
• vision
• disability
• life insurance options