• 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’