* Western Union (Servicios financieros): Responsible of intraday staffing management, to achieve service level objectives on monthly, daily and intraday basis, for multiple call centers, Identify and communicate forecast and staffing deviations. Point of contact and liaison between in-house and outsourced operations and IT. Coordinate appropriate intraday staffing with multiple remote locations in order to achieve service level objectives. Report deviations and aberrations to in-house and outsource management. Run contingency plans as deemed necessary and appropriate. Analyze and publish hourly service levels reports to the upper management Report and analyze forecast deviations and provide feedback to the forecasters Report and manage system outage situations, connecting with the appropriate instances, keeping the middle and upper management aware of every step taken to protect the service levels, until its resolution. Ensures the quality and accuracy of the reports produced by the Real Time Desk.