Ensures that service level targets are met across all accounts through proper scheduling of Call Center Operations personnel of the company. Responsible for FTE forecasting in order to meet targets based on call volume projections, subsequently coordinating the established targets to Human Resources and Training. Analyzes and plans for proper seating requirements based on call volume and current existing manpower. Ensures that the Command Center and its Coordinators are fully aware of performance expectations of the accounts (i.e. entering schedule exceptions, responding to system downtime, monitoring service level performance). Prepares and submits reports for both internal and external clients with emphasis on accuracy and timeliness.