Ensure service level requirements are met in each support area.
Track call volume and average handle time daily by interval. Make business decisions concerning the use of Paid Time Off, Research, voluntary time off, etc based on actual data daily. Work closely with Team Manager on duty to implement necessary changes to ensure service level, business, and financial goals are met.
Track Idle time and Talk Time for individual agents on supported teams, taking agreed upon actions when times are over specified limits.
Utilize Maxima Advantage and other Stream tools to produce deviation reports detailing changes in volume, staffing, and resulting decisions. Report this information to the Operations Account Manager and the Operations Planning Manager at regular intervals throughout the day.
Produce daily status reports on previous day’s activities including call volume patterns, AHT patterns, staffing shrinkage, and any changes initiated by the Intraday team such as PTO, VTO, or training.
Determine overtime and/or voluntary time off needs and implement changes to scheduling to ensure the need is met.
Inform the Operations Account Manager and team managers of opportunities throughout the day to schedule meetings, training sessions, etc.
Reconcile headcount scheduled versus headcount working on a daily basis and adjust accordingly.
Attend weekly team meetings.
Act in a professional manner towards all coworkers and other employees at all times.