• Provide oversight of multiple leadership communication channels and supervisor team chats • Enter and manage requests from leaders in Verint Workforce Optimization, including: Approving or declining paid time off requests based on staffing capacity, Processing same-day schedule change requests, Entering overtime segments, Processing time off without pay requests • Process requests submitted through the centralized email inbox, including: Flexible schedule requests, Vacation buy-down paid time off requests, Natural disaster requests, Urgent governance requests, Future coaching requests, Overtime cancellations, Voluntary time off requests • Monitor, review, and enter scheduling exceptions documented in SharePoint • Assist with global and individual system issues, troubleshooting directly with the production and capacity support team • Coordinate and support learning management system training activities • Monitor real-time schedule adherence using Verint Quick View • Monitor staffing levels using workforce planning tools and report concerns as needed • Conduct biweekly meetings with supervisors to discuss reminders, trends, and employee recognition • Participate in supervisor team meetings to communicate reminders, provide process updates, and answer questions related to workforce and capacity planning