• 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’
NOTE: We are not actively hiring for this role but if you would like to apply to be put into our candidate pool for future open tutor roles, please apply and we will get back to you once roles open up again. Company DescriptionUpswing exists to empower the historically...
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