Essential Functions
- Regularly performs volume and performance analysis and proactively communicate possible impacts to business
- Supports management with all necessary reports and planning models to facilitate the process of decision making
- Monitors actual activities and compare it to plan and make recommendations for immediate changes
- Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
- Ensures that pre-planned activities are being scheduled in advance and communicated effectively
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
- Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
- Executes skill change and reallocation requests and initiatives
- Provides recommendations in case of understaffing/overstaffing
- Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
Maintains confidentiality relative to the organizational strategies, objectives and practices
Essential Functions
- Regularly performs volume and performance analysis and proactively communicate possible impacts to business
- Supports management with all necessary reports and planning models to facilitate the process of decision making
- Monitors actual activities and compare it to plan and make recommendations for immediate changes
- Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
- Ensures that pre-planned activities are being scheduled in advance and communicated effectively
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
- Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
- Executes skill change and reallocation requests and initiatives
- Provides recommendations in case of understaffing/overstaffing
- Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
Maintains confidentiality relative to the organizational strategies, objectives and practices
Same Posting Description for Internal and External Candidates