Jennifer Alton Email & Phone Number

Sandy, Ut

Tasks that I have had while working in WFM for Connexion Point include:Scheduling team meetings.Scheduling call center training's.Creating new hire schedules based upon forecasting, attrition, and shrinkage.Creating shift bids for agents based upon current and trending call arrival patterns. Creating new hire schedules for the recruiting team to fill.Handling schedule change requests for approvals and denials.Reviewing shift swaps between agents for approvals and… Show more Tasks that I have had while working in WFM for Connexion Point include:Scheduling team meetings.Scheduling call center training's.Creating new hire schedules based upon forecasting, attrition, and shrinkage.Creating shift bids for agents based upon current and trending call arrival patterns. Creating new hire schedules for the recruiting team to fill.Handling schedule change requests for approvals and denials.Reviewing shift swaps between agents for approvals and denials.Running weekly and monthly schedules in WFM tools.Updating daily, weekly, and monthly forecast numbers in WFM tool, based upon client predictions and current and historical trends (focusing on day of week, week of month, and month of year specifics).Reviewing all time-off requests for potential approvals and denials.Creating new hire profiles in WFM and CMS tools.Updating, analyzing, and distributing hourly and daily interval reports for all phone lines (including calls offered, handled, abandoned, service levels, attendance, adherence, forecast %, etc.).Updating and distributing weekly agent Rosters to clients (including agent headcounts, names, schedules, ID numbers, etc.).Updating and distributing weekly volume and staffing analysis to executives.Making skilling changes and updates to agents for the call lines.Listening to agent call outs and updating their schedules accordingly.Monitoring agents adherence and call activity through WFM and CMS tools, reaching out to supervisors, and updating when needed. Show less