-Communication to stakeholders of intra-day performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals, reporting phone, tools or network outages; making suggestions for corrections to any issues
-Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
-Manage operational forecast variance to plan
-Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
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