Workforce Scheduler
Workforce Scheduler
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Onsite in Eastwood QC
Night Shift
Job Responsibilities:
- Provide agents with a working schedule for the business week incorporating all Client requirements (i.e. retraining call backs) as well as forecasting and scheduling assumptions.
- Analyzes volume arrival and other pertinent patterns be gathering data from WFM tools.
- Staffs the appropriate number of agents at the proper time based on recent / historical call arrival patterns.
- Addresses issued and discrepancies with the Clients own call arrival patterns against the accounts / programs actual arrival patterns for the site.
- Regularly monitors trends and flags any changes that may impact resource allocation.
- Recommends solutions to scheduling conflicts and / or special scheduling requests. Coordinate with Operations POCs for activities (i.e. phone nonphone) that need to be rescheduled.
- Gathers compiles and processes all headcount reports leave and schedule requests.
- Provides the program with realistic schedules based on current manpower resources and performance.
- Modifying templates creating recommendations to address existing and probable forecasting issue
- Database management and monitoring of key historical data to improve service delivery
- Performs other duties assigned.
Requirements:
Candidate must possess at least a Vocational Diploma / Short Course Certificate Bachelors/College Degree any field.
At least 2 year(s) of working experience in the related field is required for this position.
Preferably 14 years experienced with Workforce Management.
Strong organizational skills
Ability to prioritize workload meet deadlines and perform multiple tasks with attention to detail.
Ability to communicate call center data/ forecasts
Ability to work independently with minimal supervision
Capability of problem solving
Knowledgeable in using Blue Pumpkin software/ Calabrio software is a plus
Employment Type
Full Time
