Essential Duties and Responsibilities: - Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes and conditions using data/statistical analysis, simulation modeling and other mathematical methods. - Develop operational production plans to efficiently allocate staff resources with workload. - Monitor operational performance against forecasts and ensure meaningful deviation is detected early and incorporated in operation planning efforts. - Develop knowledge of daily operations and collaborate with supervisors, managers and front- line staff to uncover operational problems as they occur and formulate solutions and improvement opportunities. - Analyze data and other information in order to conceptualize and define operational problems and/or improvement opportunities. - Provide guidance, background information, and assistance to management and other staff on the analysis and interpretation of process performance data. - Develop a working level of knowledge of the Call Center to define, optimize, automate and manage business processes to identify key measures or indicators of process performance and the actions needed to improve or correct performance. Bachelor's degree with 1-3 years of experience.