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English language skills
Communication and problem solving skills
Positive attitude and team player
Creates employee schedules that minimize work hours while best meeting workload requirements and all applicable guidelines, resource availability, and regulations;
Monitors the contractual KPI’s (key performance indicators), followed by needed corrections. All actions need to be taken in accordance with the procedures;
Adjusts resources schedule based on the information received via email/ phone/ tickets in order to make sure that we have the right capacity at the right time, to achieve targets;
Monitors in specific systems the agents performance, absenteeism and availability to the schedules. Take actions if there are differences between what was planned and actual results, following the procedures;
Records relevant events and incidents;
Reviews weekly schedules (made by the WFM Scheduler) and determine if the best optimization for the available agents is in place, according with expected workload;
Keeps up to date daily/ weekly documents.