CAN SBS Svc Payroll 171674 - Internal

Workforce Monitoring & Schedule Adherence

Monitor service queues, staffing levels, and operational performance throughout the day.

Partner proactively with associates to ensure adherence to scheduled activities and shifts.

Track attendance, schedule compliance, and adherence trends, escalating concerns when appropriate.

Facilitate and coordinate exceptions, schedule changes, and other workforce-related requests in alignment with business needs.

Workforce Planning & Operational Support

Work closely with the Workforce Management team to understand forecasts, staffing requirements, and business priorities.

Identify coverage gaps and support plans to address workload fluctuations.

Coordinate staffing actions across teams to ensure adequate resource coverage.

Maintain accurate workforce tracking and provide timely updates on staffing and operational risks.

Leadership & Coaching Support

Partner with leaders to identify coaching opportunities based on observed behaviors, attendance patterns, adherence trends, and operational performance.

Provide insights and recommendations to improve consistency, accountability, and associate effectiveness.

Support leaders with workforce-related reporting and performance analysis.

Contribute to initiatives that enhance associate engagement, productivity, and service delivery.

Reporting & Communication

Prepare and maintain workforce-related reports, trackers, and dashboards.

Communicate staffing concerns, risks, and recommendations to leaders and stakeholders.

Ensure operational documentation is accurate and up to date.

Participate in operational meetings and provide workforce management insights.

2-3 years of experience in Workforce Management, Operations Support, Real-Time Management, or Contact Center Operations.

Strong analytical and problem-solving skills.

Excellent communication and stakeholder management abilities.

Proficiency in Microsoft Excel and workforce reporting tools.

Ability to manage multiple priorities in a fast-paced environment.

Experience in contact center or client service environments.

Knowledge of workforce management principles, forecasting, and scheduling.

Experience using workforce management platforms such as NICE, Verint, IEX, Genesys, or similar tools.

Experience working with operational metrics such as adherence, occupancy, service levels, and productivity.

Must be flexible to work across a 24x7 operational environment, including evenings, weekends, overnight shifts, and holidays, based on business requirements.

Demonstrated ability to adapt to changing schedules and support coverage needs during peak periods and unforeseen operational events.

Willingness to provide real-time workforce support outside of standard business hours when necessary to ensure service level commitments are met.

Availability to collaborate with global teams and stakeholders across multiple time zones

Improved schedule adherence and attendance compliance.

Effective staffing coverage and workforce coordination.

Reduced administrative workload for leaders.

Timely identification and resolution of workforce-related issues.

Increased leadership capacity for coaching, development, and client support.

Positive impact on operational performance and associate experience.