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A BRIEF OVERVIEW
Develops and maintains a comprehensive forecasting and scheduling model by using Workforce Management tools to handle forecast call volume and adjust with real time changes current schedules.
YOUR DAY-TO-DAY
· Ensures forecast and schedule efficiency, consistency, and reliability.
· Aligns call demand with agent supply to achieve key performance indicators (utilization, occupancy, etc.).
· Provides visibility and solutions to areas of opportunity to improve staffing performance to site/client management.
· Analyze historical data across all projects to support operations meeting their performance’s goals.
