Real-time monitoring of volume, staffing and movement of resources to the right channels (phone, email, chat).
Use workforce management (WFM) methodologies to manage workload and staffing changes throughout the day
Run intraday reports to track Viewer Experience Advocate adherence and utilization
Work closely with Team Managers and site leadership - more ... as a primary contact for scheduling ad-hoc offline activities for advocates
Track and communicate business impact of any system / application outages at the contact center
Work closely with Forecasting Analyst and Operations on overtime and same ... - less