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’