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 (BCRP) events. - Monitors queue to determine appropriate resource allocation to meet service level goals. - Analyzes and escala…