• Associated with Multiple Programs.• Monitoring programs for Real-Time Adherence, Schedule Adherence, Workforce Management Functions, Provide Tier – 1 helpdesk Support for CIS• Worked on applications such as TKS, CMS, IEX, etc.• Interact with US Command Centers and Work Management Groups, Technology & Network Services Team.• Efficient manage call volume and labor resources for our inbound and outbound call center.• Analyze and monitor Statistical information on time to ensure proper call allocation goals are met. As necessary, make recommendations to the operations in charge regarding labor utilization, KPI’s, etc.• Responsible for data entry and monitoring IEX on a real-time basis to ensure performance is within pre-set parameters.• Monitor and adjust statistical reports through real-time displays and technical equipment.• Efficiently manage call volume and labor resources for our inbound and outbound call center.• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.