Regularly performs volume and performance analysis and proactively communicate possible impacts to business
Supports management with all necessary reports and planning models to facilitate the process of decision-making.
Monitors actual activities and compares them to plan and make recommendations for immediate changes
Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
Ensures that pre-planned activities are being scheduled in advance and communicated effectively
Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
Requirements:
Candidate must possess at least a bachelor's/college degree.