Responsibilities: 1. Monitor Avaya CMS, Five9, CAS offline queues, Verint WFM, Aspect, Avaya Predictive Dialer, and CAS for volume, including inbound calls, outbound calls, faxes, and offline functions. Adjust workflow/skills and staff/schedules to meet service levels and performance goals. Monitor employee adherence to schedule. 2. Participate in and present on Adhoc, daily, weekly, quarterly meetings with business partners and team regarding workflow/scheduling concerns, forecasts, and staffing changes. 3. Provide and maintain reports/data in CMS, Verint WFM, and other applicable databases/resources. 4. Respond to emails promptly and professionally to meet service levels and business needs. 5. Review waitlisted PTO for additional approvals within business parameters. 6. Maintain system for new hires and terminations. 7. Develop skills for career advancement. Qualifications: 1. Minimum 2 years of experience in a high-volume customer service environment with workforce experience. 2. Minimum 1+ years of experience in data analysis/data mining/call center volume forecasting. 3. Minimum 6+ months of experience in intraday and real-time monitoring of Avaya CMS, CAS offline queues, Verint WFM, Aspect WFM, or IEX workforce management tools. 4. Experience in cloud-based and/or Avaya equivalent dialer programs. 5. Ability to work in groups and maintain professional relationships. 6. Strong organization, prioritization, and multitasking skills. 7. Ability to identify, analyze, and solve complex problems within tight timelines. 8. Proficient in written and verbal communication for forecasting, scheduling, reports, data requests, and employee time off maintenance. 9. Ability to collaborate with various groups to analyze data trends and distribute staffing/scheduling needs. 10. Self-motivated with strong attention to detail and ability to work independently. 11. Able to thrive in a high-production, time-sensitive environment. 12. Demonstrates resourcefulness in problem-solving. 13. 3-5 years of experience in a high-volume customer service environment with workforce experience.