Shift Coordinator
Posted on :
12-02-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2524258
- 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 significantly different from the assumptions used to create the forecast and/or schedule
- Re-planning staffing and scheduling for the near-term period
- Create shifts and breaks schedule for all customer support agents on weekly basis via WFM system taking into account the needs of businesses and agents’ preferences
- 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
Employment Type
Full Time
Department / Functional Area
Key Skills
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