Responsible for performing both real-time analysis and scheduling functions as determined by current business need. […]
Monitors call volume demand in real time and flexes workforce accordingly […]
Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained
Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning […]
Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns...