Opportunity Description
The candidate chosen for this position will be responsible for monitoring agent activities, forecasting, attendance management, as well as reporting.
KEY ACCOUNTABILITIES
- Preparing intraday reports on staff attendance.
- Reconciling attendance daily with employee timesheets against schedule and time in/time out reporting and making necessary updates in real time within the WFM software.
- Real time management of resources specific to productive activities, performance requirements and schedule adherence.
- Assisting Workforce Manager in managing changes to scheduling to ensure adequate daily resource coverage as a backup for the workforce management resource.
- Communicating with management and operations team to ensure compliance with company standards.
- Assist with maintaining running report of attendance incidents.
- Ensuring hours are accurately accumulated and categorized in a format compatible with com...