Monitor real-time contact center volumes across channels, manage intraday staffing and schedule adjustments using WFM tools, analyze data to identify trends and root causes, process time-off and schedule exceptions, communicate with stakeholders, and maintain accurate WFM profiles.

Manage a team of Travel Consultants, overseeing operations, performance, and customer relationships. Cultivate team development and implement process improvements.

Provide multi-channel travel support for flights, hotels, cars and rail; maintain supplier and system knowledge; meet SLAs and performance metrics; give product feedback; follow travel/expense policies; participate in training and team meetings.

Designs, builds, and delivers global L&D content and onboarding curricula, maintains the LMS, runs training sessions, conducts learning needs analyses, and partners with stakeholders to measure and improve learning outcomes.