Actively and consistently support all efforts to simplify and enhance the customer experience

Responsible for reacting to the re-forecasted requirements throughout the day to ensure staff is adjusted to the trends

Communicate to all levels of the Customer Care organization around any impacts to volume, staffing, or productivity

Work with training and operations to coordinate multi-skill training for existing agents and plan all training for the Sales & Retention Organization

Deploy and manage eWFM or other workforce management technologies

Develop & implement policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs

Partner with staff and leadership (e.g., Site Director, Business Managers, Supervisors) within and across sites to identify business opportunities based on analysis- of reports (e.g. consolidate queues, change phone hours)

Develop strong relationships with other departments to gain volume, staffing, or AHT impacts (Marketing, HR, Operations, etc.)