• 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
(BCRP) events.
• 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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