Support multiple functions across sites and a wide variety of real time management activities that include: statistical reporting, agent adherence/availability, service level action strategy, outbound campaign fulfillment, workforce staffing assessment, technical issues mitigations and reporting, large-scale project initiatives, and support of overall business strategy. The primary responsibility of the Operations Desk is to analyze contact center data and provide recommendations to ensure operational goals are met, and recommend/execute actions to mitigate probable servicing impacts.Handle Subject Matter Expert for supporting operational processes which include: primary support of reporting initiatives and automation, Time and Labor payroll administration/reporting, mass scheduling, ID and systems access management, project management, business contingency model, space/asset management, and other tasks. • eWFM, RTA (real time), VBA programming, problem solving, building and presenting reports• Managing Group mail box, CMS, scheduling, re-skilling, solving system issues, maintaining relationships• Analyze fraud, spending reports, offer global services and solutions, troubleshooting, avaya• Maintain relations with C-level employees, high value card holders, government officials and business owners