Analyze historical and actual call arrival pattern for all transaction types in order to drive effective and efficient resource strategy decisions and recommendations to operations and clients. […]
Builds weekly, monthly and quarterly volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy […]
Creates and optimizes reliable fifteen (15) minute to thirty (30) minute Start/Stop Time interval schedules to achieve service levels. Maintains Staffing lines per 30min time interval so as to achieve forecasted daily SLAs, meet...