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Overview:
Generates schedules for the assigned programs / campaigns, ensuring adherence to service goals and Client requirements.
- Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, call backs) as well as forecasting and scheduling assumptions.
- Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools.
- Staffs the appropriate number of agents at the proper time based on recent / historical call arrival patterns. Addresses issues or discrepancies with the Client’s own call arrival patterns against the account’s / program’s actual arrival patterns for the site.
- Regularly monitors trends and flags any changes that may impact resource allocation.
- Recommends solutions to scheduling conflicts and / or special scheduling requests.
- Coordinates with Operation POCs for activities (i.e. phone, non-phone) that need to be scheduled.
- Gathers, compiles and processes all headcount reports, leave and schedule requests.
- Provides the program with realistic schedules based on current manpower resources and performance.
Required skills + qualities (technical):
- Bachelor's Degree preferably with Math background
- At least one (1) year Workforce Management experience within the call center / customer service industry
- Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
- Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.
- Working knowledge of call center operations and organization.
- Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu).
- Basic knowledge of Business Planning, Corporate Planning, and / or Manpower Scheduling preferred.
Required skills + qualities (non-technical):
- Team player
- Works with minimal supervision.
- Time and project management skills.
- Excellent oral and written communication skills.
- Fluency in the English language.
- Adaptive to changing work schedules and working hours.
- Customer orientation.
- Problem-Solving, Decision-Making, and Analytical skills.
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