Main responsibilities: 

• Distributes accurate and timely agent schedules. 

• Inputs intraday corrections and exceptions into systems for agent time off and absences. 

• Monitors volume for unusual activity to ensure staffing needs are met. 

• Identifies abnormal scheduling issues and escalates as necessary. 

• Initiates and coordinates trouble tickets and escalates issues as required.

• Prepares standard and ad hoc reports for agent availability effectiveness.

• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and the command center.

Candidate Profile:

• Previous experience in Workforce Management entry-level roles (at least 3 years).

• Effective written and verbal communication skills in English (B2 level).

• Proficient in Microsoft Excel.

• Ability to multitask and meet timelines on deliverables.

• Results-oriented.

• Quick learner and self-starter.

• Associate degree in a related field will be a plus.