Job Role and Summary Modeling raw data by specific metrics, developing Excel-based reporting solutions, analyzing data, and utilizing business strategies to improve operational performance. Manage systems for day-to-day work and monitor queues in real-time to identify and address risks to meeting contractual KPIs such as Service Level, Abandonment %, Line Adherence, and Handling Capacity. Duties and Responsibilities Coordinate appropriate staffing allocation and availability of program staff to achieve service level objectives. Monitor site to ensure optimal staffing levels. Adjust intraday forecasts based on business drivers to determine required staffing levels by projecting call volumes, call durations, and staffing needs using current trends and historical data. Administer volume contingency action plans as necessary. Run and analyze reports to make recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. Facilitate real-time discussions with stakeholders. Update schedules and respond to escalated issues and ad-hoc requests based on daily exception requests. #J-18808-Ljbffr