Real Time Associate ST

A BRIEF OVERVIEW

Develops and maintains a comprehensive forecasting and scheduling model by using Workforce Management tools to handle forecast call volume and adjust with real time changes current schedules.

YOUR DAY-TO-DAY

· Ensures forecast and schedule efficiency, consistency, and reliability.

· Aligns call demand with agent supply to achieve key performance indicators (utilization, occupancy, etc.).

· Provides visibility and solutions to areas of opportunity to improve staffing performance to site/client management.

· Analyze historical data across all projects to support operations meeting their performance’s goals.