Job Summary:

Proactively monitors service levels, efficiency and execute plans that will improve service deficiencies as they relate to volume, average handle time or forecast. Must have knowledge of what is taking place in the business the day before the event occurs, such as training or any offline activities that may impact the contact centers ability to handle the forecast. Determine an acceptable range, if any, for service levels goals to fluctuate before an action plan is implemented.

Responsibilities: