Luis Bello Email and Phone Number

The role involves effective operational planning & execution including Forecasting, Capacity Planning & Scheduling. Creating and managing staff schedules to accomplish a particular task on daily/hourly basis.Essential Functions: -Act as a liaison between the Centralized and Site WFM teams.-Preparation of daily / Weekly / Monthly MIS reports.-Recommend strategies to Operations for improved labor utilization and key performance indicators.-Review and process VTO/PTO/OT/Non-Prod time requests in real-time.

I'm responsable for managing the intraday performance of one program or line of business with a Call Center environment, I have to utilize monitoring systems to ensure appropriate staffing levels and agente availability to meet client expectations and the company scheduling standards.As an Associate I have theese essential functions or responsabilities:- Distributes accurate and timely agent schedules.- Inputs intraday corrections and exceptions into systems for agent time off and absences.- Monitors inbound volume for unusual activity to ensure staffing needs are met.- Recognize abnormal scheduling issues and escalate as necessary.- Initiates and coordinates trouble tickets and escalate issues as required.- Prepares standard and ad hoc reports for agent availability effectiveness.- Monitors and resolves agent availability concerns via face-to-face communications, phones, applications with agent(s) and command center.