Demand Forecasting: Develop accurate three-month and yearly volume forecasts for Voice and Back Office channels (Email, Refunds, Queues) to support staffing and budget planning.
Resource Planning: Analyze seasonal, daily, and interval call patterns to recommend optimal staffing requirements using Erlang C modeling.
Financial Governance: Verify and reconcile BPO billing and invoices, ensuring accurate alignment with volume data and contract terms.
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