ESSENTIAL DUTIES & RESPONSIBILITIES: Use the Workforce Management (WFM) system and Automated Call Distributor (ACD) reporting tools to analyze intra-day/daily service level performance as it relates to forecast accuracy of call volume, AHT, staffing, etc. and recommends/initiates real-time corrective actions (e.g., cancellation/increase of off-line time, management of Overtime hours needed, break/lunch moves, etc.) to ensure Service Level success. GENERAL FUNCTION: Contributing member of the Call Center technical support team who will coordinate multi-site short term scheduling (including daily/weekly schedule modification of existing schedules) and staffing coordination (coordination of amounts of off-phone time available) for an 800-seat call center.