Associate, Workforce Management

Responsibilities

1. Monitor real time agent adherence and escalate to proper channels
2. Monitor agent attendance and report any aberrations to Operations
3. Adhere to DANER approach in monitoring real time activities
4. Work closely with Operations management to assist them in enforcing schedule adherence and call time threshold guidelines for the program
5. Manage required real time reporting requirement deliverables via service menus and ad-hoc requirements
6. Act as Point of Contact in processing and identifying schedule exceptions (e.g. trainings, coaching) including minimum length, approval, data entry responsibilities, and tracking