Cheryl Adams

Workforce Management Admin • Resi Video Repair CC

Charter

07.2005 - 08.2024

Schedule offline activities for a minimum of 45 days in advance
Complete temporary schedule changes based on guidance to meet service targets
Analyzes Supervisor to Agent alignments to create team assignments and partner with WFM Short Range F&S on recommendations
Maintains Supervisor to Agent assignments in Aspect
Communication & ticket submissions to F&S
Communicate schedule bids (mini and holiday)
Gathers Opt-In/Opt-Out information for preference-based scheduling and communicates final participation and schedules
Helps identify and move or reschedule offline activities due to forecast changes
Assigns agents to skilling templates in SharePoint and conducts training on Aspect for New Hires
Load and manage personal account balances for agents
Maintains skilling assignment template updates and ticket submissions to Traffic on skilling add/change requests
Process Segment Entry from email requests
Communicates staffing needs (offline activity adjustments, etc.) as advised by Traffic
Communicate Overtime and Voluntary Time Off needs out to site, as advised by Traffic
Post Day attendance processing and Negative Paid Time Off Audit
Active participant in real time traffic chats via Webex
Partner with Traffic on Emergencies and process schedule updates
Update CMS Usernames for New Hires
Ensure timely submission of New Hire site submission tickets, especially classes starting during fiscal month cross over weeks
Partner with Admins across video repair/CSI and establish best practices
Help with training new Admins when needed
Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business
Managed real-time inbound call traffic across multiple contact center locations
Optimized schedules, forecasts and other tools to present to management