Workforce Scheduler

Workforce Scheduler:

Responsibilities:

•Manage the call volume, daily attendance, and program break schedules.

• Assist with creation if metrics and targets for services.

• Work closely with the operations team to analyze and help improve their delivery processes.

• Generate ideas for process and service improvement planning.

• Produce daily, biweekly, and monthly internal reports.

• Use trends and reports to forecast requirements.

• Assist with projects and other duties as requested or assigned.

• Contributes to the decision making based on experience to ensure success.

• Communicate with all levels of site operations personnel regarding impact of call volume, staffing, or productivity.

• Supervise direct reports’ performance and coach/mentor new hires.

• Provide feedback regarding disciplinary or hiring decisions.

Qualifications:

• At least 2 years customer care and/or call center experience preferred
• Amenable to work onsite in Bridgetowne, Exxa Tower
• Scheduling/RTA required skills
• Real Time Queue Management of multiple skills from different LOBs and channels such as phone and chat. This includes the following:
• Monitoring agents’ schedule adherence, actual activities such as long talk time, long hold time and ACW, as well as the proper Aux States.
• Monitors the running performance such as ASA/Service Level and Occupancy.
• Manage multiple skilling/cross-skilling as required to balance WF metrics set by the Client.
• Analytical skills
• Performance Management – monitoring of intra-day performance activities of all LOBs based on the WF metrics set by the Client.
• Re-forecasting IDP based on running performance for the day.
• Break schedule optimization.
• Provides Overtime and VTO/Pull out recommendations based on the running performance.
• Good communication skills (Oral and written)