Job
Description
* Monitor established thresholds for schedule adherence, online states, off-work events (break and pre-approved non-productivity activities), agent states that are not pre-approved and must be limited
* Connect with operations management for timely resolution of issues identified in duties above
* Partnering with operations in recruitment of overtime or voluntary time off to assist with managing intraday staffing levels
* Generate inclusive alerts for any type of situations that could disturb Service Level or efficiency (i.e. technical issues causing idle time and/or a higher than forecasted increase in call volume, and excessive general use of non-productive modes and/or agent population shrink)
* Reporting as required internal leadership (i.e. performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these, and any other ad-hoc reporting that may be required)
* Information exchange with stakeholders and all their vendors in a virtual call center environment
* Thrive as a great teammate in a fast-paced, high-energy, change-oriented environment
What you will need
* 2 years of experience in Workforce Management
* Exposure with NICE IEX or similar WFM software * Good verbal and written communication skills
* Proficient in use of Google suite of applications (i.e. Sheets, Gmail, Docs, etc.)
* Openness to work for rotational night shifts and offs (as this role supports US and Canada region)
Bonus points
Basic SQL experience