Workforce Scheduler
To see similar active jobs please follow this link: Remote System Administration jobs
About the role:
The Workforce Scheduler plays a critical role in overseeing the scheduling operations to ensure optimal staffing levels and adherence to service level agreements.
Reporting to the Head of Customer Care, you will:
Using short-term forecast, latest intraday volume arrival pattern, AHT trends, create daily schedules/rosters on weekly/fortnightly/monthly basis (as per business requirement).
Maintain 4 weeks rolling published schedules.
Maintain accurate, effective schedules for all Associates ensuring proper coverage in multiple queues.
Ad hoc requests (extended hours, flexible schedules, queue consolidation).
Provide regular updates to leaders and staff regarding service and staffing conditions.
Develop and implement appropriate and timely Service Level Action Plans that may include adjustments to on0lie and off-line staffing.
Provide communication and direction to leaders and staff in the implementation of Service level Action Plans.
Input changes to Associates schedules into AWS in an accurate and timely manner.
Ensure the shifts are in accordance with HR policies.
Highlight to CC Ops in case of deficit and share overtime requirements to cover the deficit. Incorporate overtime wherever applicable.
Share final schedule with CC Ops and RTA for execution.
Complete other tasks as needed to meet daily operational requirements.
What you bring to the table:
At least 1 year of WFM experience preferably with previous scheduling experience.
Experience with AWS is an advantage.
Strong analytical and problem–solving skills.
Strong technical skills; comfortable learning and effectively using a wide variety of tools and software.
Strong communication skills, both written and verbal.
Good understanding of basic Contact Center metrics and overall Contact Center operations.
Able to juggle concurrent priorities and multi-task.
Ability to work under pressure.
Required to work flexible hours.
Willing to work onsite.
Workforce Scheduler
To see similar active jobs please follow this link: Remote System Administration jobs
About the role:
The Workforce Scheduler plays a critical role in overseeing the scheduling operations to ensure optimal staffing levels and adherence to service level agreements.
Reporting to the Head of Customer Care, you will:
Using short-term forecast, latest intraday volume arrival pattern, AHT trends, create daily schedules/rosters on weekly/fortnightly/monthly basis (as per business requirement).
Maintain 4 weeks rolling published schedules.
Maintain accurate, effective schedules for all Associates ensuring proper coverage in multiple queues.
Ad hoc requests (extended hours, flexible schedules, queue consolidation).
Provide regular updates to leaders and staff regarding service and staffing conditions.
Develop and implement appropriate and timely Service Level Action Plans that may include adjustments to on0lie and off-line staffing.
Provide communication and direction to leaders and staff in the implementation of Service level Action Plans.
Input changes to Associates schedules into AWS in an accurate and timely manner.
Ensure the shifts are in accordance with HR policies.
Highlight to CC Ops in case of deficit and share overtime requirements to cover the deficit. Incorporate overtime wherever applicable.
Share final schedule with CC Ops and RTA for execution.
Complete other tasks as needed to meet daily operational requirements.
What you bring to the table:
At least 1 year of WFM experience preferably with previous scheduling experience.
Experience with AWS is an advantage.
Strong analytical and problem–solving skills.
Strong technical skills; comfortable learning and effectively using a wide variety of tools and software.
Strong communication skills, both written and verbal.
Good understanding of basic Contact Center metrics and overall Contact Center operations.
Able to juggle concurrent priorities and multi-task.
Ability to work under pressure.
Required to work flexible hours.
Willing to work onsite.