Jen Griffith Email & Phone Number

United States

Lake Mary

Performing Break Optimization based on staffing requirements of schedule associates, at the interval level.Serve as liaison between sales force and Sears members to ensure customer satisfaction.Address agent Adherence to schedule using real-time adherence tracking tools.Process employee new hires, department changes, team changes, benefit changes, and terminations for HR in AutoForms. Create New Hire schedules based on business needs, recommend schedule slides increasing workplace efficiency for a Call Center with over 600 employees.Analyze impacts of work being performed and recommend improvements if needed.

Address agent adherence using real time tracking tools. Approve or deny vacation, personal days, meetings, coaching’s, and other "off phone" activities in accordance with staffing and service levels. Work with multiple systems e.g., Business Observer and Composer, Real-Time Adherence, Cisco Web View, and e Workforce management. Monitor Service Levels, average speed of answer and staffing levels for all lines of business to ensure a positive customer experience.Communicates with our National Scheduling Team (Global Ops)Enter data into designated systems.Schedule meetings, produce, print and email reports for managers.Troubleshooting with agents and TM’s that are having problems with their computers before a ticket is opened with IT.