Resource Desk Coordinator - (Aurora, CO)

Position description: To provide assistance to the National Resource Desk and Business Analyst to ensure smooth operations of the Call Monitoring Center. Researching call center metrics and other data to increase efficiency within the center. Creating and producing microsoft excel reports based on this data, as well as creating call volume and staffing forecasts. Duties and Responsibilities: To provide assistance to the Resource Desk and Business Analyst, ensuring smooth operations of the CMC. Create and produce Microsoft excel reports. Monitor CenterVu Real-Time to ensure appropriate staffing in splits. Responsible for Real Time resource balancing of agents across various alarms/call center types to achieve max use of our resources and obtain the highest service level and lowest variance among service levels by hour. Executes Aspect Workforce Management data to provide recommendation on staffing and call/alarm management. Creates volume and staffing forecasts.