Job Description
The Workforce Scheduler is a key member of the Customer Care Team, responsible for delivering data‑driven support to optimize operational performance.
- Lead forecasting, staffing, scheduling, reporting, and real‑time management activities for the Contact Center.
- Utilize and enhance monitoring and reporting tools to adjust staffing levels and distribute workloads, balancing efficiency and service levels.
- Produce short‑ and long‑term workload forecasts with a high degree of accuracy across a multi‑channel, multi‑skill, and multi‑site environment, covering intraday through monthly planning horizons.
- Ensure service level agreements are consistently achieved; implement immediate mitigation actions to protect customer experience and Contact Center efficiency (CSC).
- Identify customer experience and financial risks, develop mitigation strategies in collaboration with BPO partners and internal CSC teams, determine when to escalate to senio...