Responsible for maximizing occupancy and service level through real-time and intraday monitoring of and analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (including OT and VTO), setting primary/secondary/reserve skilling, maintain staffing line adherence, and coordination of decentralized Workforce Management resources for outsourcer and Charter's virtualized contact centers.
Required Skills/Abilities and Knowledge
Required Education
Required Related Work Experience and Number of Years
WORKING CONDITIONS
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
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