Job Description
- Maintains all contact center scheduling records for daily and weekly schedules; This includes shift changes, unplanned absences, exceptions, adjustments, lunch, meetings, training and new hire schedules received through WDE.
- Forecasts call/processing task arrival and builds staffing and scheduling plans to meet business goals and objectives for catastrophes (CAT), holidays and other special events.
- Manages workflow automation software and ensures system is at full potential. Using data from management and scheduling software, prepares forecasts of contact center staffing on a daily, weekly, monthly and priority basis.
- Work and process tickets following SOP.
- Works with contact center management, team leaders, functional managers and others to schedule training, reschedule staff or reroute calls/processing tasks to match customer call volumes.
- Builds and maintains agent skilling in Genesys and IEX/Verint. Audits skilling in accordance ...
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