Business Process Review
3 weeks ago
**Job Description - Contact Center Scheduling/Real-Time Analyst**
- Responsible for scheduling contact center employees as per the forecasted call volume, scheduling employee shifts, optimizing scheduling and staffing and improve scheduling efficiency.
- Hands on experience in contact center management, including scheduling and real time queue management.
- Create weekly/monthly schedules, reconcile Headcount, holiday planning, shrinkage assumptions with planning team/Ops inputs for the portfolio assigned.
- Overall 5-7 years of experience in WFM field with 5+ years of experience in scheduling role in a contact center.
- Working experience on scheduling and WFM tools like Aspect, Five9, Verint etc.
- Monitor call volume and manage scheduling changes to ensure correct staffing.
- Monitoring productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc.
- Real Time Management and intraday management
- Ensure that real-time management team/tasks are performed efficiently to provide the correct real-time feedback and take correct action in order to meet contact center metrics and KPIs
- Monitoring schedule adherence and attendance
- Have contingency action plan for unplanned events such as high call volume or shortage of staff
- Reporting
- Support and liaise with all departments of contact center
- Power BI skills would be an added advantage.
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