Liz Link Email & Phone Number

Saint Paul, Mn, Us

Orlando, Florida, Us

Orlando, Florida, Us

Eagan, Mn, Us

Us

Us

-Leverage workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments-Utilize call center tools to observe agents actual state compared to agents scheduled state, and provide recommendations/actions based on those observations-Manage real-time inbound call traffic across multiple contact center locations to help ensure that service levels are met-Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management-Prepare and maintain reports, dashboards and monthly packages-Provide training on report, dashboard and package development to team members and management as needed-Assisting with training of National Operation Center and Workforce Staff on Workforce Management policies, procedures, and best practices; Act as a peer mentor/peer lead-Drive innovation and process improvement within Workforce Management-Compare Key Performance Metrics (KPI’s) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation-Monitor volume, AHT, and staffing trends to forecast, ensuring understanding of variation, working to solve for staffing gaps whether in planning process or intra-day management-Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable strong understanding of the business

Minneapolis, Mn, Us

-Responsible for service level performance for internal RGS and Collections contact centers, as well as our vendor partners for RGS.-Analyze volume trends, agent skills, and schedule effectiveness to develop strategies to provide top level service-Effectively execute contingency plans in the face of unexpected workflow changes or call arrival patterns-Ensure the integrity and accuracy of workforce management system data

Minneapolis, Mn, Us

-Analyzes and schedules staff to ensure that service and operational goals are met.-Responsible for staffing analysis, including hiring and attrition reporting to ensure appropriate staffing levels for the department.-Responsible for applying scheduling policy to the scheduling of up to 100+ internal team members and 200+ external vendors for REDcard Guest Services.-Analyze staffing levels and interact with Contact Center Leaders and Human Resources to fill openings.-Approve team member vacation and time off requests consistent with scheduling policy.-Develop, monitor, and oversee daily scheduling productivity reports as well as monitoring and reporting department attrition and turnover trends.-Monitor incoming contact volume and responsible for adjusting work flow for various contacts based on staffing needs, as applicable to support the business unit.-Present weekly staffing reports and analysis.

Thorofare, Nj, Us

Responsible for executing projects according to strict deadlines and within budget. Includes acquiring resources and coordinating the efforts of team members and third-party vendors in order to deliver projects according to plan.Act as a liaison between customer/sales/contractors.Manages conflicts as they arise that jeopardize the success of the project that come from resource constraints, requirement changes, technical risks, etc.

Thorofare, Nj, Us

• Maintains schedule of work orders and installations with technicians, customers, contractors and sales. • Assists customers in resolving alarm system complaints/questions by evaluating the issue and working with the customer and Retail Alarm Monitoring Center personnel and Installation/Operations Manager. • Gathers relevant information to diagnose problems and identify causes. • Accurately records and/or transfers information from customers, co-workers, agencies, etc. via computer or hard copy to appropriate responder. • Ensures that important commitments are fulfilled and deadlines met shaping appropriate expectations with customers. • Follows established sequences, policies, and procedures.