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 escalates issues that may impact the business’ "