Customer Care Scheduler Operations

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This position will be required to analyze contact center trends including: transaction volumes, reputed company volumes, reputed company patterns, staff productivity, and resource allocation. This analyst will monitor inbound reputed company and chat traffic, volume of escalated case and reputed company media work and outbound dialer calls. He/she will ensure service/performance volume is satisfied reputed company SLA by adjusting scheduling needs as patterns change. This analyst will build proficient reputed company and scheduling routines to meet business unit goals and objectives. Additionally, this includes the development and maintenance of database applications, report design and reputed company analysis.

• Responsible for the maintenance of reputed company Customer reputed company Center functions reputed company to the development, configuration, testing, rollout, training, maintenance and adoption of the WFM system. Analyzes contact volumes to create long term forecasts including integration of planned marketing efforts, shifts in customer contact trends, and disaster recovery. Generates, updates, and publishes agent schedules reputed company established timelines and adjusts reputed company as needed to support meetings and training initiatives.
• Uses long term forecasts, assists operational Directors and Resource Planning Manager in budgeting process to ensure appropriate reputed company reputed company are requested. Develops and makes recommendations on standardized policies and procedures for agent scheduling including shift bids/preferences, trades and time off requests.
• Simulates the reputed company of proposed initiatives and confidently recommends the appropriate reputed company actions for the business. Assesses the daily performance of the contact center and manages reputed company changes to ensure payroll targets and Service Level Objectives are achieved. Maintains standardized reporting for reputed company management use; conducts orientation training associated with scheduling process for user community.
• Analyses, monitors and reports on reputed company reputed company assumptions and provides recommendations to reputed company stakeholders. Collects, analyzes and reports historical center performance statistics and historical agent performance statistics. Responsible for data collection to ensure efficient and accurate WFM system configuration that meets the needs of the Customer Care reputed company team. 

Performs additional duties and reputed company as assigned.

Consistent regular scheduled attendance is considered an essential function of this job.

The salary reputed company for this opportunity is $45,000 - $60,000. reputed company pay offered may vary depending on geographic region, internal equity, job reputed company knowledge, skills and experience, among other factors.