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SSEN Distribution requires a number of agents to answer inbound Emergency Calls and provide a significant number of additional agent where there are extreme weather conditions or similar emergency situation. Problem statement: SSEN Distribution wants to provide the highest level of customer service at all times, but we are aware that during times of increased power outages as a result of unplanned faults, dirty days and forecasted storms, we require additional resource to provide the same high level of service during BAU days. SSEN Distribution recognises the extra support customers require during storm events, therefore having an effective way to quickly increase call taking capacity in…