Amanda Krawczyk Email & Phone Number

Depew, Ny, Us

Administer real time monitoring as it relates to daily call volume, occupancy, service level, and schedule adherence.• Partner with center management regarding factors that may impact staffing and service levels.• Support scheduling function, which includes instructing new hire classes, assists managers with reteaming efforts, and enters exceptions to schedules on the Genesys system.• Generate impact summaries of the day's events on service levels and… Show more Administer real time monitoring as it relates to daily call volume, occupancy, service level, and schedule adherence.• Partner with center management regarding factors that may impact staffing and service levels.• Support scheduling function, which includes instructing new hire classes, assists managers with reteaming efforts, and enters exceptions to schedules on the Genesys system.• Generate impact summaries of the day's events on service levels and performance.• Maintain workforce management system and integrity of workforce data (for example, agent data, attendance related exception processing).• Responsible for producing periodic productivity and other required ad-hoc reports from the workforce management system.• Analyze intraday call volume trends to ensure a more effective and efficient workload and adjust intraday workforce requirements based on changing/dynamicforecasts.• Partner with Workforce Management team to generate daily, weekly, and monthly statistics on adherence, attendance and Automatic Call Delivery / CMS Avaya information for management and capacity planning.• Utilizes a variety of reporting tools and software to generate reports and/or gathers data from multiple sources detailing daily and monthly customer call volume. Show less

Buffalo/Niagara, New York Area

• Coached customer care associates on call processes outlined in the quality definition guide and training process/procedural guidelines.• Communicated operational updates and prepare and present associate communications to larger work groups (population).• Conducted data gathering and research to develop effective reporting for the leadership team.• Administered real time monitoring in relation to daily call volume, occupancy, service level, and schedule… Show more • Coached customer care associates on call processes outlined in the quality definition guide and training process/procedural guidelines.• Communicated operational updates and prepare and present associate communications to larger work groups (population).• Conducted data gathering and research to develop effective reporting for the leadership team.• Administered real time monitoring in relation to daily call volume, occupancy, service level, and schedule adherence.• Resolved challenges encountered through proper escalation methods and process improvement recommendations.• Train associates on process/procedural changes, including new hire orientation.• Participated with on-boarding of new associates through coaching and training after new hire orientation. Show less

Buffalo/Niagara, New York Area

• Accurately and in a timely fashion, entered all orders in the database, verifying and communicating product availability and delivery information. Worked towards processing all faxed orders within 1 hour of receipt.• Identified orders needing pricing overrides and expedites approval requests for the timely entry of such orders in the database.• Filed/routed source documents after entry. Respond to inquiries regarding entered data.• Communicated effectively orally and… Show more • Accurately and in a timely fashion, entered all orders in the database, verifying and communicating product availability and delivery information. Worked towards processing all faxed orders within 1 hour of receipt.• Identified orders needing pricing overrides and expedites approval requests for the timely entry of such orders in the database.• Filed/routed source documents after entry. Respond to inquiries regarding entered data.• Communicated effectively orally and in writing with internal and external customers,following proper telephone and email etiquettes. Show less