Performs real time management analysis and execution of plans.

Generate reports including variance of operational forecast to plan

Maintain a detailed record of activities, actions and impacts

Develop budget and call/contact volume/work forecasts based on current and historical call/work volumes and patterns, handle time, productivity trends/patterns and all future call/work requirements

Analyze current and future call handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan.