Specific Responsibilities

• Monitor queue level performance and variance to forecast in real time
• Report any significant variations from forecast to Operations and WFM Management
• Provide recommendations for addressing and responding to variations from forecast
• Monitor agent level schedule adherence
• Report any significant adherence to Operations and WFM Management in a proactive and in an urgent manner
• Analyze variations to forecast and project impact for the remainder of the day
• Compile and submit intraday reports with accuracy and timelines as well as proactive recommendations for actions
• Update schedules with real time attendance and exceptions
• Approve/recommend alternatives for real time schedule exception requests
• Other related duties as required

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