Real Time Associate ST

A BRIEF OVERVIEW Develops and maintains a comprehensive forecasting and scheduling model by using Workforce Management tools to handle forecast call volume and adjust with real time changes current schedules. YOUR DAY-TO-DAY · Ensures forecast and schedule efficiency, consistency, and reliability. · Aligns call demand with agent supply to achieve key performance indicators (utilization, occupancy, etc.). · Provides visibility and solutions to areas of opportunity to improve staffing performance to site/client management. · Analyze historical data across all projects to support operations meeting their performance’s goals. Show more Show less