Essential Functions/Core Responsibilities Distributes accurate and timely agent schedules using WFM now / Nice IEX Inputs intraday corrections and exceptions into systems for agent time off and absences Monitors inbound volume for unusual activity to ensure staffing needs are met Recognize abnormal scheduling issues and escalate as necessary Initiates and coordinates trouble tickets and escalate issues as required Prepares standard and ad hoc reports for agent availability effectiveness Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command canter