• Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management.

Knowledge, Skills, Abilities & Other Characteristics:

• 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
• Prior experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure
• At least 1 year(s) of working experience in the related field is required for this position.
• Applicants must be willing to work in <insert site location>
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
• 15 Full-Time position(s) available.

Education & Experience

• High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.

Exemption Status

Non -Exempt

Sub family

FN-Accounting