Job Description
Duties and Responsibilities
- Prepare intraday reports on staff attendance and reconcile daily timesheets with schedules and actual time-in/time-out records.
- Monitor attendance and schedule adherence, ensuring adequate daily coverage through adjustments to staffing and scheduling.
- Communicate with management and operations teams to maintain service levels and meet business objectives.
- Generate detailed reports that provide clear insights into hourly, daily, and monthly agent performance.
- Process requests for schedule modifications, such as meetings, training, or other operational events.
- Analyze schedule accuracy and performance data to recommend improvements in scheduling efficiency and team satisfaction.
- Provide analytical support for special projects and continuous improvement initiatives.
- Collaborate with staff, management, Human Resources, and Accounting on workforce-related matters.
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