Workforce Services New Associate

JOB DESCRIPTION

• Performs Workforce Management support functions for Operations
• Communication to stakeholders of intra-day performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals, reporting phone, tools or network outages; making suggestions for corrections to any issues
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
• Manage operational forecast variance to plan
• Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps