Workforce Specialist

The Contact Center Workforce Specialist is responsible for monitoring KPIs from Contact Center for all the LOBs assigned, as well as for understating coverage needs to process agents requirements such as PTO, swaps, ATOS, support with pauses from Supervisors and provide guidance and recommendations to maintain the KPIs such as SLAs, Abandonment, Campaigns Completions and Occupancy. Responsibilities include real time monitoring for KPIs in Contact Center, analyses intraday information documentation, description including details if necessary due to impacts or issues and intraday analysis that includes KPIs such as Campaigns completion and agent adherence for all departments. Skills adjustments to maintain KPIs, campaigns and operational needs. Process agendas and pauses required by operations in real time analyzing shrinkage planned and actuals. Process all agents time off request within parameters established and support other teams with data needed from Workforce.