Create schedules for upcoming weeks for each department in area of responsibility. Participate in the analysis, evaluation, and implementation of existing and proposed schedules.
· Work with Operations and Planning Manager and Call Center Management to determine scheduling requirements for site.
· Work independently to create and to analyze department schedules on a weekly basis to ensure appropriate phone coverage during all hours.
· Monitor incoming call volume and evaluate daily telephone coverage to effectively support customers and meet all call center metrics.
· Report status of schedules and recommend changes to operations management.
· Enter agent work rules and schedule information to ensure effective phone coverage for forecasted call volumes on a half hourly basis.
· Prepares charts, diagrams, and other reports to assist in scheduling and/or forecasting as needed.
· Recommend scheduling and process changes within and beyond the scope of assigned responsibilities
· Work with other department team members to ensure business objectives are met.