At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe. JOB SUMMARY Responsible for monitoring real-time call volume of inbound/outbound call traffic. Forecast the call volume, schedule staff and monitor real-time activity to ensure optimum efficiencies. Works to ensure acceptable service levels, abandon rates and active rates. JOB RESPONSIBILITIES % TIME * Call Monitoring Analysis 70% * Service Level Tracking and Analysis 30% KEY JOB RESPONSIBILITIES * Partners with operational leadership to ensure service levels are met. * Monitors CMS for calls in queue, excessive talk time, agents in an extended aux status. * Monitors break and lunch schedules, tardiness, and or early departures due to sickness or family emergency to ensure proper staffing levels and adherence. * Documents system or telephone problems identified by team members; provide follow-up to ensure problem is resolved. * Conduct analysis and recommend solutions to real-time performance issues * Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met * Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met * Prepare daily/weekly/monthly and ad hoc reports and distribute to management * Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution Other Related Duties * Escalates any larger system and/or telephone problems to both operational leadership and client management. * Assist scheduler/Team Manager (weekly) with revisions of work schedules. * Assist scheduler/Team Manager in reviewing agent requests for time off such as vacation and personal days. * Other duties as assigned to include various ad hoc reporting requests * Looks for and reports on trends for all related KPI's. i.e. Occupancy, Service Level, AHT and Absenteeism. * Evaluates opportunities for down-staff / over time and communicates recommendations accordingly JOB REQUIREMENTS Minimum High School Diploma or equivalent. * Experience in a call-center environment, including customer service experience * Experience with Avaya or other call center phone systems Knowledge, Skills and Abilities: * Strong analytical and mathematical skills to collect and interpret data to solve problems * Highly organized and can work independently as well as with a team * Excellent knowledge of workforce management calculations, technologies and key performance indicators * Strong interpersonal skills and the ability to communicate with many different levels of employees * Ability to make sound decisions quickly in a fluid work environment * Ability to multi-task in a fast-paced environment * Experience with workforce management software and telecommunications Work Environment: * Constant work performed in an a call-center environment Physical Demands: * Frequent work performed while sitting and/or standing. * Constant use of computer, telephone devices, and other general office equipment. Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.