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Optimizing Resource Alignment Specialist
2 weeks ago
This role is ideal for a detail-oriented professional who can balance analytical thinking with exceptional organizational skills to optimize schedules and forecasts, ensuring seamless resource alignment with business demand.
As a Scheduling Specialist, you will be responsible for creating, maintaining, and optimizing staff schedules that align with forecasted workloads. This involves collaborating with workforce management teams to review forecasts and adjust schedules proactively, managing schedule changes, shift swaps, and time-off requests while ensuring service coverage, and serving as the primary point of contact for scheduling queries, conflicts, and adjustments.
The successful candidate will have a solid understanding of contact center operations and performance metrics (e.g., Service Level, Occupancy, ASA) and excellent communication, negotiation, and conflict resolution abilities. Experience in scenario modeling, understanding staffing cost implications, and planning across multiple channels is a plus.
