Ensures that service levels and productivity goals are met. Coordinates all reporting data and insights related to the operation’s performance. Serves as resident expert on Workforce Management software suite (e.g., Excel, Ewfm, Nice, Access). Monthly review of invoices to ensure tracking of forecasted revenue.

Real-time monitoring to ensure management/staff compliance at an interval level based on call volumes. Advance planning to achieve management/personnel compliance objectives. Guarantee the distribution of the equipment following the stipulated ratios. Proactively communicate any possible misses that could affect staffing levels.

Assisted clients with inquiries, problems, and concerns by providing them with relevant information in English and Spanish. Provided information on questions about products, shipping, and services. Helped provide customer satisfaction by providing rebates, gift cards, and coupons if needed.