actively address areas of concern as they occur. • Manage contact center shrinkage and develop reports for for adherence to work schedules. • Provide management with daily reports on workforce performance. • Process incidents and analyze trends. • Documents workforce management procedure implementation plans, rules, and programs Effectively communicate with peers, Schedulers, Management, and other departments about Workforce related : • Preferred prior experience with Workforce Management platforms (Genesys, Calabrio). • Proficiency