Responsible for maximizing occupancy and service level through real-time and intraday monitoring with analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (including OT and PTO), Adjusting workgroups, maintain staffing adherence with Avaya CMS and Nice IEXAnalyzing and monitoring statistical information, in a timely manner to ensure proper Telephone Service Factor goals are met. Providing recommendation to the operations… Show more Responsible for maximizing occupancy and service level through real-time and intraday monitoring with analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (including OT and PTO), Adjusting workgroups, maintain staffing adherence with Avaya CMS and Nice IEXAnalyzing and monitoring statistical information, in a timely manner to ensure proper Telephone Service Factor goals are met. Providing recommendation to the operations in charge regarding utilization, key performance indicators and other related measures that impact client service level agreementsGenerating schedules based on forecast requirements and workload. Ensuring adequate staffing to meet performance metrics.Using Microsoft excel, created complex reports using advanced formulas for monitoring and presenting historical data to coworkers and management.Learned advanced excel to create a spreadsheet allowing review of scheduling templates by interval for over/under analysis to substantially improve scheduling efficiency and communicate results to management.Using Microsoft excel, automated with visual basic coding exporting and combining two crystal data reports which reduced the calculation time by 90% from manual method.Using Microsoft excel, created schedules for multiple departments. Ensuring that we have the required staffing for all departments and coverage in all workgroups for every department.Review and used historical data to determine the forecasted volume and allowable number of agents to determine vacation allotments each week. Scheduled vacation for more than 100 people while ensuring we have coverage for all workgroups. Show less

Responsible for maximizing occupancy and service level through real-time and intraday monitoring with analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (including OT and PTO), Adjusting workgroups, maintain staffing adherence with Avaya CMS and Nice IEXAnalyzing and monitoring statistical information, in a timely manner to ensure proper Telephone Service Factor goals are met. Providing recommendation to the operations… Show more Responsible for maximizing occupancy and service level through real-time and intraday monitoring with analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (including OT and PTO), Adjusting workgroups, maintain staffing adherence with Avaya CMS and Nice IEXAnalyzing and monitoring statistical information, in a timely manner to ensure proper Telephone Service Factor goals are met. Providing recommendation to the operations in charge regarding utilization, key performance indicators and other related measures that impact client service level agreementsGenerating schedules based on forecast requirements and workload. Ensuring adequate staffing to meet performance metrics.Using Microsoft excel, created complex reports using advanced formulas for monitoring and presenting historical data to coworkers and management.Learned advanced excel to create a spreadsheet allowing review of scheduling templates by interval for over/under analysis to substantially improve scheduling efficiency and communicate results to management.Using Microsoft excel, automated with visual basic coding exporting and combining two crystal data reports which reduced the calculation time by 90% from manual method.Using Microsoft excel, created schedules for multiple departments. Ensuring that we have the required staffing for all departments and coverage in all workgroups for every department.Review and used historical data to determine the forecasted volume and allowable number of agents to determine vacation allotments each week. Scheduled vacation for more than 100 people while ensuring we have coverage for all workgroups. Show less

Providing extensive and timely troubleshooting support for all Tier 1 and Tier 2 escalations for global inbound/outbound systems, ensuring efficient resolution of problems.Initiating the escalation of all system difficulties, including switch, ACD systems, routing systems and computer systems.Efficiently managing call volume and labor resources for inbound and outbound call centers by utilizing network platforms and switch packages.Providing project specific status information to… Show more Providing extensive and timely troubleshooting support for all Tier 1 and Tier 2 escalations for global inbound/outbound systems, ensuring efficient resolution of problems.Initiating the escalation of all system difficulties, including switch, ACD systems, routing systems and computer systems.Efficiently managing call volume and labor resources for inbound and outbound call centers by utilizing network platforms and switch packages.Providing project specific status information to both operations and client contactsMonitoring internal and external systems ensuring timely and efficient communication to verify allocation settings, queue setting, overflow targets, media events and transcription campaigns.Analyzing and monitoring statistical information, in a timely manner to ensure proper call allocation goals are met. Providing recommendation to the operations in charge regarding utilization, key performance indicators and other related measures that impact client service level agreements.Maintaining and coordinating vital day to day business, serving as liaison to clients and all internal departments including: Workforce Management, Client Services, Operations and Senior Management.Providing project specific status information to both operations and client contacts in a professional manner Show less

Effectively resolving and de-escalating customer issues timely, efficiently, and respectively.Developing, coaching, and providing beneficial feedback to associates on a regular basis.Attending and positively participating in production meetings.Monitoring the Time Keeping system and ensuring all associates were paid appropriately.Writing and the delivering associates performance appraisals ensuring the effective development of staff.

Reporting to a Team Leader the Online associate’s coach was responsible for:• Assisting new associates handling their initial calls.• Monitoring the associate’s abilities and report training needs to the training department• Communicate to the team leader any potential issues.

Providing effective customer support through telecommunications and email in a high-tech wireless industry.