Scheduler Lead

Position Purpose

The Lead – Scheduler is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for contact center operations. The Lead – Scheduler works directly with the operations team and the client to ensure that staffing levels are consistent on a real‑time basis and meet business needs.

Job Requirements

• Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.
• Monitor and analyze call patterns, intra‑ and inter‑day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency.
• Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information.
• Create proper contingency plans to ensure that st...