Role Responsibilities
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...