Essential Functions/Core Responsibilities
•Distributes accurate and timely agent schedules
• Inputs intraday corrections and exceptions into systems for agent time off and absences
• Monitors inbound volume for unusual activity to ensure staffing needs are met
• Recognize abnormal scheduling issues and escalate as necessary
• Initiates and coordinates trouble tickets and escalate issues as required
• Prepares standard and ad hoc reports for agent availability effectiveness
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center.
REQUIREMENTS
•Associate's degree related in a field with two to four years of relevant experience preferred.
•Advance in Excel and other Microsoft office.
•Proficient in resource scheduling/ intraday management applications preferred.
•Work well under pressure and follow through on items to completion.
•Strong communications skills. both written and verbal.
•Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
•Detail oriented.
•Willingness to work a flexible schedule.
•Proficient in English, B2 English level is a Must.