ESSENTIAL DUTIES AND RESPONSIBILITIES
· Ensure scheduling standards and procedures are being adhered to and take corrective action to address non-conformance
· Collaborates with account supervisors to identify and track both planned and unplanned absences as well as projected and confirmed attrition
· Monitor statistics to ensure Associate thresholds are within client level
· Responsible in timely action on data requirements from process owners and other departments
· Generates/ gather/ provide reports (operations - volume) daily, weekly, and/or monthly to department head and clients
· Produce daily status reports on previous day’s activities including average handle time (AHT) patterns, staffing shrinkage, and any changes initiated by the intraday team such as paid time off (PTO), voluntary time off (VTO), or training.
· Respond to questions related to SLA performance real-time with documentation and analysis.