BPO Planning & Scheduling Senior Associate
- Determines queue personnel needs during times of heavy call volume.
- Provides schedules for contact centers to ensure maximum performance.
- Forecasts daily contact and technician availability.
- Monitors incoming queues and ensures technicians are available for support.
- Responds to contact center routing and tool outages and other business continuity and recovery
- Monitors queue to determine appropriate resource allocation to meet service level goals.
- Analyzes and escalates issues that may impact the business’
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