Plans and distributes daily work schedules for workforce analyst. Monitor real-time queues and adherence tools to ensure service level and response time objective are met; oversee real-time escalation (Service Level Condition) plans. Ensure maximum utilization of existing technology to support efficient traffic distribution and use of staff. Perform and handle other duties/tasks, as assigned by Workforce Manager. This position is a driver of implementing command center performance either through supervision of workforce analyst or direct activities. The ideal candidate will be a self- starter with strong supervisory, communications, and analytic skills. 

Essential Duties & Responsibilities

• Analyze historical data, and real-time information to create recommendations to improve daily objectives.
• Monitor, maintain, and track inbound service level goals and department expectations – Service Level, Latency, and Utilization Rate
• Assist in skilling to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with Operations to make recommendations in situations wherein we are Overstaffed or Understaffed
• Communicate deviation to employees and site leadership specific to deviations on AHT, Non Adherence to Schedules and Noncompliance to Aux States thresholds  
• Optimize Breaks and Lunch Schedules
• Enter exceptions or segments.
• Complete assigned program level reports in a timely and accurate manner
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.
• Work under general supervision