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 schedu...