- Review / build / manipulate forecasts to predict call volume and work load distribution based on an analysis of historical trends and external factors. - Assess appropriate staffing levels that are needed on a daily, weekly, and interval basis to achieve target metrics.- Responsible for the generation and maintenance of Specialists schedules- Monitor offline time ensuring service delivery and budgeted shrinkages are accounted for.- Monitor and report on service levels and contact center volumes to make recommendations for real-time queue management.- Monitor all staffing scenarios in a multi-site environment.- Assist in maintenance of Aspect eWFM and Empower workforce management systems.- Analysis of productivity, service levels, contact volume and staff trends, providing recommendations as required.- Facilitate onboarding, off-boarding, and access provisioning tasks for all staffing groups within the RCC organization.