Key purpose:
The role of the Managed Services Operations Specialist is to take responsibility for the management of service delivery for less complex managed services operations within company clients. They are also responsible for resource allocation and the management of the shift rotation schedule, thereby ensuring optimal client service delivery.
The Account Specialist analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling data...