•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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