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Planning and Scheduling Analyst
2 weeks ago
Job Description
- 3-5 years of experience in Contact Center/WFM Work
- Informs management about queue trends and service level issues
- Develops accurate schedules for call center lines of business
- Identifies negative trends in call data
- Executes business continuity and recovery plans
- Updates organizational information for distributing schedules
- Develops scheduling reports based on forecast outlooks
Required Skills:
- Excellent data analysis skills
- Strong knowledge of queue structure and products
- Advanced understanding of contact center tools and systems
- Proficiency in Microsoft Office
- Excellent communication skills
- Knowledge of scheduling and real-time strategies
- Strong PC skills in Microsoft Excel
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