Resource Management Intraday Management Coordinator
• Work daily with Exception Management System (EMS), Work Flow Management (WFM), and phones to enter exceptions for agents and supervisors• Responsible for meeting statistical goals such as Average Handle Time (AHT) and Schedule Conformance• Worked with IT to create Microsoft SharePoint pages to simplify reporting for the center leadership; trained team on the use of Sharepoint pages• Run daily, weekly, and monthly reports for center leadership to improve performance and create partnership; attend supervisor team meetings to educate agents on the importance of Adherence, AHT, Lost Shrink, and more• Complete Morning call reports for Area leadership calls; helped train peers on how to complete the Morning call report• Provide ongoing support to Operations for new Customer Resolution Team (CRT) queue questions and concerns• Keep center leadership updated on center performance with a monthly email containing MTD stats and trending• Partnered with peer in another center to initiate the use of a Call Driver form on Sharepoint to help identify trends• Improved communication with center leadership by initiating a center wide chat• Created numerous Excel macros and templates for the team to use and help make reporting easier: Daily Shrink Absence; AD Override report, Lost Shrink report, and more• Partnered with Analyst and the Time and Attendance team to facilitate New Hire presentations, IMT Roadshows, and meetings with center Mentors