Carl uses WFO both in scheduling and intra-day support. He partners with the contact centre team managers to identify and fortify staffing areas that may have gaps in coverage, schedule activities, and track absenteeism.
Carl also reviews reporting and real-time monitoring to provide real-time assistance to agents and team managers, identify best practices, and behavioural patterns. Carl’s experience both in workforce management and previously as a team manager help him bridge, through understanding, how both roles balance and partner together. He is a deserving GEM.