Monitor and report schedule adherence in real-time using scheduling and time-tracking software and ACD real-time displays
Identify non-adherent agents so that they can be redirected back to the appropriate contact channel
Monitor agent work behaviors in real-time, identifying and addressing events such as contact handle times or after-contact times that exceed defined thresholds
Watch statistics across various KPIs (staffing, service levels, etc.) to ensure contractual obligations are met
Provide feedback to the Workforce Management team (WFM) and Operations
Change agent skill associations or provide historical reporting as needed
Requirements
High School Diploma / GED
At least 2 years of work experience in contact center workforce management / operations support required