Generates schedules for the assigned programs / campaigns, ensuring adherence to service goals and Client requirements.
Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, call backs) as well as forecasting and scheduling assumptions.
Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools.
Staffs the appropriate number of agents at the proper time based on recent / historical call arrival patterns. Addresses issues or discrepancies with the Clients own call arrival patterns against the accounts / programs...