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.Partner with Global WFM team to improve skills and knowledge base.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.