Partnership that works!

• Administration of ACD software Five9, including Queue Management, Pre-operational line testing, ID Management, Alternate domain management and Inbound/Outbound campaign adjustments • Intraday Real-time Monitoring including shift adherence and permissions• Maintains Workforce Analytics, gathers and collates historical data and trending reports• Analyzing trends and provides input on improving overall call center metrics including average handle times, average answer time, staffing, abandon rates and shift schedules• Forecasts staff requirement and coordinates with Manager for requisition requirements• Provides coaching to agents on relevant metrics as requested• Coordinates with Supervisors and Team Leaders and provides daily, weekly and monthly statistical reports and analysis of performance• Managing, maintaining and delivering Workforce Master-lists of employee IDs and skill sets consistently updating on an ongoing basis

• Supervised a team of account executives• Managed Shifts and schedules• Forecasted needs / transitions and staffed accordingly for Internship applicants• Managed and checked invoices• Liaise with suppliers and vendors