01Responsibilities
Monitor real-time performance metrics, including service levels, adherence, and queue times for all queues at all sites.
Manage intraday staffing levels by coordinating breaks, lunches, and schedule changes.
Communicate with operations about deviations or potential impacts on performance
Oversee agent performance from all teams at all sites.
Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.
Communicate changes to incoming call patterns to operations and the broader WFM team.
Create, update and send reports related to the performance overall, per queue and of each site.
Review and process OT/VTO requests in real-time.
Plotting of Adhoc requests in real-time.
Qualifications & Work Experience:
5+ years previous experience in a Workforce Management role as a RTA or Analyst.
Basic Microsoft Excel skills
Analytical with attention to detail.
Decision making and complex problem-solving skills.
Robust interpersonal and communication skills, both verbal and written
Ability to prioritize and meet tight deadlines.
Ability to maintain composure in critical situations and communicate clearly with stakeholders
Ability to build relationships quickly.
Must be a quick learner .
