Uses workforce management software and call volume history to help manage intra‑day staffing levels
Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups
Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rate
Analyzes call center staffing, metrics, and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly, and monthly level
Facilitates staffing calls, prepares intraday staffing call analysis reports, proposes schedule changes, addresses concerns of Operations Partners, and sends minutes to participants