Sr. Representative, Real Time Management

Essential Functions/Core Responsibilities: 

Create and distribute agent schedules in a timely manner. 

Input intraday corrections and exceptions for agent time off and absences into systems. 

Monitor inbound volume for unusual activity to ensure staffing needs are met. 

Identify abnormal scheduling issues and escalate when necessary. 

Initiate and coordinate trouble tickets, escalating issues as required. 

Prepare standard and ad hoc reports on agent availability and effectiveness. 

Resolve agent availability concerns through direct communication or messaging.