Job Duties: 

Ensures service levels of telephonic area are maintained by accurate monitoring of telephone traffic and staffing levels. 

Reviews “agent check in log”, “no call/no show” and documents outcome of each phone call on the force desk attendance log. 

Fills staffing levels where necessary by eliciting team members on regular scheduled day off to work. 

Distribute exception logs to Workforce Managers and Supervisors. Monitor CMSS for call in queue, excessive talk time, agents in aux work or post work status. 

Monitor team members to prevent abuse of aux time and post call work time. 

Monitor break and lunch schedules, tardiness, and or early departures due to sickness or family emergency to ensure proper staffing levels and adherence. 

Document all time and reason each for team member absence from workstation. 

Document system or telephone problems identified by team members; provide follow-up to ensure problem is resolved.

Escalate any larger system and/or telephone problems to the Workforce Manager as necessary. 

Monitor availability of agents for training and meetings with Supervisors and/or QA associates, according to telephone traffic. 

Coordinate distribution of “agent check in log” to each Supervisor one day in advance of actual workday.

KNOWLEDGE, SKILLS, ABILITIES & OTHER CHARACTERISTICS: 

Specific Job-Related Knowledge, Skills, Abilities & Other Characteristics: 

 Familiarity with client staffing needs. Knowledge of organizational procedures and practices 

Considerable knowledge of phone call log system. Ability to use a computer system. Some knowledge of customer service responsibility. 

General Job Level Knowledge, Skills, Abilities & Other Characteristics: Excellent written, verbal and interpersonal communication skills. Ability to multi-task and adapt to change. Proven track record of meeting or exceeding customer experience and financial objectives Ability to maintain the highest level of confidentiality.