Iustina Toma

Performing activities associated with the analyzing, planning, scheduling, and optimizing JETs customer services operations. Activities include:

•Forecasting workforce requirements and creating and managing CS staff schedules to accomplish tasks on a day-to day, weekly and monthly basis.

•Monitoring all workforce planning issues, including staffing, scheduling and forecasting systems, and resolving or escalating issues as appropriate

•Providing CS management with historical and real time data on KPI performance

•Administering employee accounts for schedules and payroll

As part of the CCC Workforce Management team, I am responsible for delivering accurate and timely schedules for CCC employees containing around 300 agents and multiple workflows. Working with both Operations and other Workforce Management team members to identify workload and shrinkage trends to ensure that the right number of agents are available to support business needs on a weekly, daily and/or intraday basis. This includes supporting and incorporating all forecasted aspects (e.g. ticket/workload volume, AHT, expected vacation, sickness, absenteeism etc.). I am also responsible for checking the accuracy of past and ongoing schedules to forecasted workload volume and billable hours. Other responsibilities:

- Develop schedules that effectively deliver staffing levels that consistently achieve service level/ billable hours commitments;

- Manage non-productive time request processes (trainings), ensuring the activities are planned without impacting the coverage;

- Responsible for the onboarding of new hires into scheduling system;

- Review and processes schedule change requests;

- Perform ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7;

- Ensure all exceptions and limitations are accounted for based on the agents' availability information as well as optimal business needs;

- Schedule, re-schedule, and optimize team meetings, one on ones, training, and various other unproductive activities;