Responsible for overall management and direction of the workforce team. Ensures client/customer goals (service levels) are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitor service levels and real time forecasting to meet service levels. Provide advice to management on the most efficient strategy to deliver on service level agreements.

Responsible for managing the day to day activities including MAC and Call Center routing utilizing the Siemens platform, Avaya, and Genesys Enterprise Routing. Worked with client teams to communicate and resolve issues, worked with onsite vendors to manage workloads and projects and reviewed/updated documentation of policies and procedures. Assisted in the coordination of all telecommunication needs for current sites. The sites maintained approximately 2,000 phones with 5 phone switches and 6… Show more Responsible for managing the day to day activities including MAC and Call Center routing utilizing the Siemens platform, Avaya, and Genesys Enterprise Routing. Worked with client teams to communicate and resolve issues, worked with onsite vendors to manage workloads and projects and reviewed/updated documentation of policies and procedures. Assisted in the coordination of all telecommunication needs for current sites. The sites maintained approximately 2,000 phones with 5 phone switches and 6 nodes of voicemail. Show less