Senior Workforce Management & Real-Time Scheduling Lead

Basic Functions

• Monitors the queue real-time and analyzing data across different measures such as service levels or staffing interval requirements to implement Rules of engagement.
• Generates schedules accordingly to meet the business requirements enabling superior customer service
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
• Report and track all system issues and outages
• Responsible for skilling audits for phone and chat representatives.
• Prepares and publishes the Intraday, end of day and other relevant reports while ensuring accuracy and timeliness of data
• Create reporting dashboard for business units.

Attend touchpoint meetings to provided previous day performance overview.