Workforce Management - RTA - (Grand Forks, ND)

Position summary Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics. Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations. Monitor WF attendance management system and update the attendance report for absenteeism. Ensure accurate recording and reporting of shrinkage (Sickness, NCNS and Absent) within Aspect. Process real-time tickets related to schedule change request, non-production request and associate GACD profile change request. Coordinate with outsourced service providers daily, to ensure staffing performance is meeting or exceeding acceptable standards. Onboarding and maintenance of call center employee profiles, in particular skill assignments and skill proficiency settings.