WFM Coordinator tabby

Monitor and manage the real-time contact center performance and make staffing adjustments as needed to meet service level goals

• Taking action during the day when actual performance is different from the assumptions used to create the forecast and/or schedule
• Re-planning staffing and scheduling for the near-term period
• Track agents performance and productivity, providing feedback, and identifying areas for improvement. Tracking agents working time, managing time-off requests, and calculating pay and benefits.
• Create and adjust shifts,breaks and all non-productive activities schedule for all customer support agents on weekly basis via WFM system taking into account the needs of businesses and agents preferences
• Create and adjust training schedules for all customer support agents on regular basis via WFM system based on TD, OPS and QA requests taking into account line availability
• Analyze call volume, agent availability, adherence and other key metrics to identify trends and opportunities for improvement
• Provide regular reports and analysis to management on contact center performance
• Monitor the relevance of agents profile, skills and attendance
• Collaborate with workforce management team to ensure accurate forecasting and scheduling
• Collaborate with other departments to ensure alignment of staffing and scheduling with business needs