PRIMARY RESPONSIBILITIES:

•        Manage employee information and agent scheduling process

•        Utilize Data Analytics (Application Based) for forecast to actual (real time) view of queued items and workforce availability

•        Initiate communication for workforce distribution and assignment on volume during intervals

•        Provide real time reporting, monitoring, and performance to SLA tracking during intervals within day

•        Coordination of SLA performance metrics with volumes, mix intervals, and utilization with Ops, HR, Training for hiring, training or scheduling appropriate staffing levels.

•        Prepare and Analyze a wide array of reports and review for problem resolution and possible process improvements

•        Additional duties assigned.

PERSON SPECIFICATION:

•        Experience in reports creation and data analysis

•        Proficient in MS Excel and MS Office

•        Demonstrate excellent interpersonal, written and oral communication skills

•        Strong Analytical, problem solving skills and close attention to detail

JOB SPECIFICATION:

• Bachelor’s Degree or equivalent preferred

• 1-2 years’ related work experience

• Proficient personal computer skills, including MS Office, Excel and Word, required

• Exhibit strong attention to detail

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary.

This Job Description has been discussed with me and I understand its contents expected of me as an incumbent of this position.

Please refer to job description.