+ Scope of Support: Supports the enterprise LOB (Domestic, Vendors and Partners) in close partnership with domestic WFM team. Full execution of tasks and responsibilities required by the role + Advanced Real-Time Monitoring: Oversee real-time tracking of call volumes, agent availability, and service levels. Implement immediate adjustments to schedules and staffing to maintain SLAs. Identify and resolve complex issues affecting performance, such as system outages or unexpected call spikes. Oversee execution of Playbook Tactics, Standard Operating Procedures and Business Continuity Plans + Strategic Scheduling: Develop and refine staffing schedules based on detailed forecasts and business needs. Adjust schedules proactively based on real-time data and long-term trends. Collaborate with senior management to align schedules with strategic goals. Facilitate and Lead Shift-Bidding and PTO-Bidding. Develop staffing model based on business needs ...