Responsible for managing all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational matrix while adjusting resources to meet business objectives.
Provide daily guidance to the team that will analyze call volume history by tracking and trending Phone Channel metrics, Email, social media and back-end support to ensure proper planning, accurate requirements and workload identification.
Develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall...