- Forecast staffing needs using contact volume, SLAs, and headcount requirements.
- Lead tactical staffing by aligning agent schedules to inbound demand and managing time-off requests across Customer Experience, Trust & Risk, and International teams.
- Generate reports showing changes to productivity or performance.
- Collaborate with BPO partner leadership teams to manage partner agent schedules.
- Own scenario modeling for ad hoc staffing reallocations and what-if analyses.
- Work cross-functionally with product teams to understand staffing requirements for new policies or platform features.
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