Marsha Watson

Responsible for daily, weekly and monthly administration of the workforce management system to ensure all departments are properly staffed to manage inbound calls in an efficient and productive manner.

• Scheduling: Scheduling shifts and coordinating training and meetings
• Maintains WFM systems, troubleshooting issues and providing technical support to ensure smooth operations.
• Managing users: Assigning users to roles and managing their permissions
• Project management: Providing project management and data collection

• Responsible for monitoring real-time adherence and daily service levels.
• Responsible for approving/denying schedule-related time off requests in Aspect.
• Assist with projects and other duties as requested or assigned.
• Responsible for running and sending out daily attendance reports.
• Have helped with training and providing best practices to new hires and other departments.
• Monitor chat for alarms and send out emails when agent are in wrong aux for to long.

• Handled all schedule-related requests, including PTO, shift swaps and overtime.
• Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
• Created, managed, and provided reports for upper management relevant to efficiency metrics such as: AHT, Utilization, Occupancy, Schedule Adherence, and other financial metrics while providing recommendations for areas of improvement.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Understood and followed oral and written directions.
• Collaborated with senior and department leaders to develop and implement workforce plans.

• Guided customers through problem-solving steps, ensuring clear communication and a positive support experience.
• Provided troubleshooting and technical support for iPhones, iPads, Macs and software.
• Diagnosed and resolved hardware, software, and connectivity issues in a timely manner.
• Documented issues and solutions in internal systems for future reference and knowledge sharing.
• Collaborated with cross-functional teams to escalate and resolved complex technical challenges.