? Create a visually appealing dashboard from raw data.
? Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks.
? Manage intraday service level acceptable goals.
? Monitor real-time adherence to schedules for call center associates.
? Initiate escalation procedures when KPI thresholds are exceeded.
? Manage associate call-in line and update schedules to reflect accurate intraday projections.
? Recommend overtime or downtime based on day of performance
? Provide day of impact analysis for outages, staffing shortages, and other unplanned events.
? Approve real-time request for offline events.
? Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
? Stay current on internal policies and procedures.
? Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
? Administration of intraday schedule changes.
? Scrub leads sheet to extract valuable contacts and upload it into five 9.
? Create and manage campaigns in Five 9.
? Create and schedule reports in Mitel.
? Create and schedule reports in dialpad.
