Monitors service levels, abandon rates and aux utilization for multiple lines of businesses and sites
Engages managers in real time actions needed to meet performance objectives
Adjusts agent skills as needed to manage service levels in a multi-skill environment
Responsible for updating schedule exceptions, temporary schedule changes, and permanent schedule changes in the WFM system based on requests from the call center teams
Responsible to run attendance reports, check-in summary reports, and forecast reports from the workforce management system and to send the information to production managers
Responsible for running additional reports as needed and to pull data from Genesys WFM and CC Pulse at the request of the Resource Planning Analysts to assist the department in meeting project deliverables
Supports the management of the workforce management software system
Provides support for call volume analysis and patterns, supports the normalization of historical data and makes suggestions regarding adjustments and overtime were necessary.
Helps maintain information needed for accurate forecasting and help report forecasted and actual performance to the departments
Supports all schedule recommendation for new training classes, optimized schedules for lunches and PTO, and helps to re-align work schedules to meet current trends
Serves as a Command Center leasing between all GCCS Sites
Responsible for monitoring VIVA pacing trends and case creation
Provide reporting and create milestones throughout the month to ensure the business can achieve service level targets.
Provide daily adjustments as needed to achieve the monthly service objectives
Responsible for the addition and maintenance of Genesys skilling and agent groups
Responsible for capturing and updating service level impact to Senior Management
Responsible for running and creating ad hoc reports to various departments
Responsible for monitoring agent adherence and notifying production management of non-adherence incidents
Review skills gaps and make recommendations to Resource Planning Analyst
Responsible for additional duties as needed in support of the Call Center
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
