**Essential Duties and Responsibilities:** Provides timely on service levels to contact center supervisors and managers. Accurately enters exceptions and time\-off requests into the scheduling system. Answers the call\-in line to keep track of and report absences and real\-time staffing. Produces or generates reports regarding contact center metrics such as service level, shrinkage, and AHT. Ensures these reports are sent to appropriate managers in a timely manner. Recommends offering voluntary time off or overtime to meet service\-level requirements. Supervisory Responsibilities: This job has no supervisory responsibilities. **Qualifications** The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job. **Education and/or Experience:** One year certified from technical school; or six months related experience and/or training; or equivalent combination of education and experience. Experience with workforce management software and excel is a plus. **Language Skills:** Must have excellent communication and verbal skills; **Bilingual** **(English/Spanish)** preferred. Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Must be able to persuade and influence, to present ideas to management and clients in meetings, conversations, and in writing. **Mathematical Skills:** Must have strong analytical and problem\-solving skills. The ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. **Reasoning Ability:** Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Must be able to translate between business need and the data and actions required to resolve the need; to see a task in context within larger processes and projects. **Computer Skills:** Strong experience with Microsoft Excel, Access, and SQL Server is required; Experience with Microsoft Project is a plus. Successful candidates will also need working knowledge of various reporting tools (e.g., Business Objects), workforce management systems (Aspect), telecom systems (Avaya), call center monitoring and recording systems (Verint), and customer relationship management/CRM (Interactive Intelligence \& Salesforce). Job Type: Full\-time