SENIOR SPECIALIST, WORKFORCE MANAGEMENT (SCHEDULER)

Responsibilities

1. Main Objectives and Duties
   • Schedule Generation and staffing analysis
     • 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 minimal variance 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. Facilitates Staffing Calls
   • Prepares intraday staffing call analysis report
   • Proposes schedule changes to address staffing needs
   • Addresses and provides possible solutions to any concerns an...