Lead - Scheduler
- India
- Permanent
- Full-time
- 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 staffing remains as constant as possible in the event of an emergency
- Prepare and disseminate timely and accurate reports to operations management and clients
- Proactively monitor associate calling behaviors, efficiency, and availability and report deficiencies to operations team in real-time
- High school diploma or equivalent; 2 years of college preferred
- A minimum of three years’ workforce forecasting and scheduling experience in a call center environment
- Two years’ experience working with call center reporting and metrics required
- One year prior experience working with workforce management technologies ideally either Verint, IEX, Aspect, etc
- One year prior experience with Avaya or other ACD phone system required
- Strong analytical skills and ability to apply those real-time
- Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
- Excellent problem solving and decision making skills
- Ability to operate effectively in a team environment
- Excellent oral and written communication skills and interpersonal skills
- Dependability regarding completion of assignments and attendance