Workforce Support

Job Description
Assists workforce management team in the call center in examining call center trends, including intervals, call patterns, staff productivity, attrition rates, and resource allocation.
Key Responsibilities:
Maintains schedule data in electronic workforce management software (eWFM or other system as provided) and/or logs, including intraday exceptions.
Manage and track attendance line or related voice mail within the specified timeframe and document in eWFM tool for accurate daily reporting.
Maintains accurate and timely employee information in workforce management software and respective databases as necessary. Collects necessary data from partner sources.
Reviews call center staffing schedules (short-term); ensures that adequate staff is scheduled to take calls at all times. Proactively adjusts staffing on a real-time basis to meet fluctuations in call volume and resources.
Communicates staffing and scheduling observations on planned and 'unp...