Work Address :
211 Perimeter Center Pkwy
Job Description :
Responsible for on-going forecasting and monitoring to increase schedule efficiency and align with strategic model. Responsible for organizing, analyzing, compiling and reporting data to improve efficiency. Promotes effective efficiencies through standardization and simplification. Coordinates and communicates reports, recommendations and efficiency changes to appropriate team leader. Interacts with SME's on campaigns, new initiatives and other projects.
Responsible for reports, particularly vacation and schedule bidding. May be assigned to a specific site to provide on-site on-going assistance to employees and managers regarding bidding, adherence, and using system tools. OR may be assigned to intraday activities such as daily adherence and occupancy, no call or no show. Make daily staffing recommendations and update same day schedule exceptions. Reforecast volume and AHT and reallocate staff as Qualifications
needed throughout the day. Manage call routing and vectoring.
- 2 years call center/workforce management experience
- 4 years call center/workforce management experience
- Bachelor's degree
Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national originTo review the EEO Poster, copy and paste the following link into your browser: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf