This role is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering intraday management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how staffing and skilling requirements translate to the creation of optimal schedules and intraday management to support multi-department contact center operations. The ability to make quick data-driven solutions to constantly changing environments will be crucial to the success of this role.

• Provide real-time monitoring via available tools (CXone, IEX , etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
• Maintain constant communication with Operations teams and vendors to coordinate needed staffing adjustments based on current and forecasted results.
• Evaluates staff schedules and ensures data updates into scheduling system for the current week.
• Provide daily/intra-day performance reports to leadership.
• Compares results to forecast and identify opportunities for improvement.
• Maintains ACD skilling and prioritization and volume balancing across all contact center resources
• Generate ad-hoc reports as needed
• Manages current week time off administration
• Gathers, analyzes and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics.
• Administers overtime and voluntary time off opportunities to support service goals and optimize financial outcomes.
• Mentor and train current and new team members
• Develop processes to enhance the overall efficiency of the department
• Responds to tickets/issues in a timely manner outlined by internal service level thresholds
• Other duties as assigned.