Assist Lead Scheduler and Capacity Planner in maintaining agent schedules and optimization within the groups and across multiple sites and partners, while ensuring the accuracy of underlying data.
Responsible for the scheduling of discretionary activities, such as training, meetings and various offline activities.
Ticket processing and schedule adjustments including but not limited to vacations requests, holiday planning, VTO/OT.
Study trends and provide input on scheduling recommendations to improve coverage, efficiency and metrics including service levels, adherence and agent utilization.
Provide outlook on coverage, scheduling and overtime opportunities.
May assist in real-time monitoring when needed.
Create ad-hoc reports as needed.
Other duties as assigned.
What you'll need:
Previous Workforce Management and/or Contact Center experience
Proficient in Workforce scheduling software(ex. Calabrio)
Excellent research and troubleshooting skills with the ability to work with large amounts of data to identify both short-term and long-term trends and patterns
Ability to communicate through adverse circumstances and take ownership of expected and/or actual results
Excellent interpersonal skills with the ability to interact with others in a positive and encouraging manner
Excellent organizational skills and exceptional attention to detail with the ability to prioritize and effectively manage competing demands for both time and attention in a fast-paced environment
Solid oral and written communication skills
Proactively lead and oversee offline activities and planning
Experience with Tableau is a plus
Make choices that reflect company core values; be accountable for and hold others accountable to a standard