Real Time Administrator, Workforce Management

Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure. Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities. Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue. Minimize the general over- and under-serving of accounts. Minimize fire-drills to recover service levels. Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules. Update all weekly AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests. Escalate systems-related issues, as appropriate.