• Utilize core WFM methodologies to manage operational changes in workload and shrinkage deriving from internal and external factors; • Monitor internal system influences on staff requirements and drive workforce changes that meet the business needs; • Monitor external factors that may impact workload volumes; calculate potential business impacts from these external factors; communicate action plans to the business that address the change in staffing requirements; lead the business through changes in workforce needs; • Track system issues and assess the impact on operational performance; troubleshoot system problems with users; direct widespread system issues to the proper support team and manage the resolution back to the business; • Develop operational staffing strategies for short-term business planning through the use of WFM staffing principles and methodologies; • Act as the principle communication link between operational planning teams and the frontline business management team; • Ensure contact center staff are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees; • Perform analysis of operational resources pre & post hoc and report to leadership staff.