Workforce Management Intern
I Worked with various programs such as eWFM, CMS, Excel, etc. to manage call center agents to ensure calls, chats, and video calls were taken in the most productive manner.
The main project my internship was centered around was titled “Business Partner Skilling Project” which worked with call center agents under our business partners specifically trained for voice transactions to make sure they were taking calls they were trained and equipped to take.
My entire internship was centered around various computer programs. Specifically, I used SQL to pull call center agent information automatically. This related back to 2502, where I first became familiar with SQL syntaxes.