Responsibilities: Oversee the development and implementation of staffing models and scheduling procedures. Coordinate agent schedules and Individual Development Plans (IDPs), making timely adjustments as needed. Accurately update employee information within the Verint Workforce Optimization (WFO) system. Track agent adherence to their schedules using the Verint WFO system. Ensure staffing needs are fulfilled in alignment with the IDPs. Engage in clear and effective communication with both internal and external customers. Strike a balance between staffing requirements, operational efficiency, and financial objectives. Generate daily and interval reports to assess operational performance as necessary.