SPECIFIC RESPONSIBILITIES
Monitor queue level performance and variance to forecast in real time
Report any significant variations from forecast to Operations and WFM Management
Provide recommendations for addressing and responding to variations from forecast
Monitor agent level schedule adherence
Report any significant adherence to Operations and WFM Management in a proactive
and in a urgent manner
Analyze variations to forecast and project impact for the remainder of the day
Compile and submit intraday reports with accuracy and timelines as well as proactive
recommendations for actions
Update schedules with real time attendance and exceptions
Approve/recommend alternatives for real time schedule exception requests
Other related duties as required