Lenora Cox Email & Phone Number

United States

Kennesaw Georgia

Responsible for all administrative support functions necessary to ensure employee profile database is maintained with current and accurate information. Individual will communicate with various sites and individuals across various locations and departments. May include contact with external customers as well.•Process all requests received accurately, quickly, and in a timely fashion. Ensure database reflects current and correct information.•Conduct research in regards to various exception items which may possibly occur. Run various reports and create queries in order to resolve a variety of issues.•Communicate with various departments and individuals regarding various issues. Will require frequent written and verbal communications.Other duties and assignments necessary to be effective in role while supporting both internal and external customersPeriodic audits of data in order to ensure accuracy and compliance.Frequent use of various software and database applications in order to perform job responsibilities. Maintain confidentiality of all information related to job role.

Kennesaw, Georgia

• Manages 10 Real Time Workforce analysts to ensure day to day activities of Command Center are met and exceeded.• Produce WFM reports such as attendance, absence, and adherence, intraday and ad hoc reports. • Manage and monitor call volume and staffing data. Analyze and interpret the data to make recommendations for adjustments to staffing levels to ensure service level requirements and financial efficiency measurements are met throughout the day.• Track, analyze and report center and agent performance with reports from Avaya, and NICE IEX • Participate in weekly and daily staffing review meetings with executive management and analysts detailing previous and current week’s performance and foretasted performance of remainder of current week and next week, while also identifying risks• Fill staffing gaps when current day call volume is higher than normal• Develop a strong working relationship with other groups within the organization to ensure efficient and effective problem solving and issue resolution.• Communicate with management to aid in resolutions to issues affecting Contact Center personnel relating to staffing or scheduling.• Perform other duties and assignments as directed

Kennesaw, Georgia

Performs routine telephone service monitoring of call center agents to ensure appropriate call volume levels are maintained and service levels, occupancy and staffing requirements are met. Work is performed under general supervision. • Call Monitoring • Service Level Tracking • Partners with operational leadership to ensure service levels are met • Monitors CMS for calls in queue, excessive talk time, agents in an extended aux status • Monitors break and lunch schedules, tardiness, and/or early departures due to sickness or family emergency to ensure proper staffing levels and adherence • Documents system or telephone problems identified by team members; provides follow-up to ensure problem is resolved • Escalates any larger system and/or telephone problems to both operational leadership and client management • Assist Schedulers/Team Managers (weekly) with revisions of work schedules • Assist Schedulers/Team Managers in reviewing agent requests for time off such as vacation and personal days • Other duties as assigned to include various ad hoc reporting requests • Looks for and reports on trends for all related KPI’s. i.e. Occupancy, Service Level, AHT and Absenteeism • Evaluates opportunities for down-staff/overtime and communicates recommendations accordingly