Position: Senior Specialist, Workforce Management (Scheduler)

Overvie

wMain Objectives and Duties

1. :1. Schedule Generation and staffing analysi
   • Uses workforce management software and call volume history to help manage intra-day staffing levels
   • Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups
   • Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minima
   • lvariance in associate occupancy (workload) rate
   • Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval
   • ,daily, weekly and monthly level
2. 2. Facilitates Staffing Cal
   • Prepares intraday staffing call analysis repo
   • Proposes schedule changes to...