- Track, analyze and report center and agent performance with reports from Community and ACD- Analyze and report historical data and trends and develop forecast models- Generate long-term and short-term forecasts- Manage employee information changes- Manage scheduling process- Manage proactive approval and denial of discretionary activities such as vacations, trainings, meetings, and assignments- Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks- Generate new forecast when current day forecast has high deviation from actual - Perform other duties and assignments as directed- Initiating plan "B" for emergencies or system defections- Communicate with all product's stakeholders to build my forecast

- Track, analyze and report center and agent performance with reports from Community and ACD- Analyze and report historical data and trends and develop forecast models- Generate long-term and short-term forecasts- Manage employee information changes- Manage scheduling process- Manage proactive approval and denial of discretionary activities such as vacations, trainings, meetings, and assignments- Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks- Generate new forecast when current day forecast has high deviation from actual - Perform other duties and assignments as directed- Initiating plan "B" for emergencies or system defections- Communicate with all product's stakeholders to build my forecast

Listening and understanding customers needs and provided as asked, develop the call center with new processes and idea's to improve the place.