Vista de conjunto

Equifax – Heredia – Monitors inbound call traffic and ensure efficient distribution based on staff availability. Uses workforce scheduling applications to track and monitor call volume and trends; identifies agents outside acceptable thresholds and communicates discrepancies to the appropriate manager/supervisor. Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/meals, and time-off as needed. Develops and maintains a scheduling database to track availability of associates. Prepares and communicates daily and weekly schedules based on established call volume forecasts and available staffing; coordinates associate schedule change requests and scheduling of time-off. Maintains scheduling software by entering exceptions to agent schedules. Provides call volume/agent reports on daily, weekly, and monthly basis. Requirements: 2+ years in a Workforce role Strong analytical and organizational skills. proven research, statistical, a…