- Time Analyst Produce and maintain agent schedules based on volume forecasts, skills and work rules
- Ensure key performance metrics for the RCA contact centers are being met including but not limited to service level standards, efficiency, productivity, and client key performance indicators
- Leverage workforce management software and call volume history to help manage intra day staffing levels and to determine the most effective methods for staffing adjustments
- Utilize call center tools to observe agents actual state compared to agents scheduled state and provide recommendations / actions based on those observations
- Manage real time inbound call traffic across multiple contact center locations and channels to help ensure that service levels are met
- Prepare and maintain reports, dashboards and monthly packages
- Daily contact with vendors regarding e.g. any fluctuation from our forecast, distributing volumes between vendors or inhouse and review capacity planning
- Drive adherence to expected capacity against actual performance to achieve SLAs and efficiency metric goals
- Communicate changes to incoming contact patterns to operations and broader WFM team ?
- Update and send communications when changes need to be made including but not limited to daily shrinkage, occupancy, and volume spikes
Provide assistance to the WFM team as needed
