• Created a new process to insure that all new hire agents’ schedules are being updated correctly to reduce the chance of lost shrinkage, making our job more efficient.
• Processes schedule trade requests for posted schedules
• Processes management requests for modifications of scheduling events (meetings/training, etc.)
• Work alongside Agents, Vendors, Team Manager’s, Operation Manager’s, Executive Directors, Schedulers, Forecasters and Trainers to ensure all needs are met.
• Create and update reference and policy/procedure documents.
• Trained 7-10 Workforce Analysts to accurately perform job duties

• Operate real-time with attention to volume and Service Level.
• Balance Service Levels across National sites, Vendors and Queues.
• Skill agents in call queues to manage incoming volume. 
• Suggest and implement strategies designed to maintain and increase service levels in a Tier based environment.
• Interface with external Vendors to manage and balance both call volume and SVL’s.
• Run hourly/daily reports documenting current levels of call center goal achievements.
• Analyze forecasted/real-time data to provide management with understanding of goals.

• Responsible for planning, creating, communicating forecasts and ensuring service level targets are met.
• Reconciles attendance daily w ith employee timesheets against schedule and time in/time out reporting.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Communicate w ith management and operations team to ensure compliance w ith company standards.
• Maintain running report of attendance incidents.
• Ensures hours are accurately accumulated and categorized in a format compatible w ith company and department payroll procedures.
• Monitor attendance and schedule adherence.

• •Improved the call center compliance to 100%
•  Set action plans to help the center meet ASA/AHT goal
•  Conduct daily huddles with leadership to advice center plan for the day.
• Achieved goal for lost Shrinkage of 2.5%