Capacity Planning Scheduling Lead

Join a Team Thats Passionate About Making Lives Better!

At Bill Gosling Outsourcing we believe that success starts with an amazing team. We are a global leader in outsourcing solutions we focus on making lives better one connection at a time. We provide tailored solutions to businesses around the globe specializing in customer care sales and financial services. Were looking for enthusiastic driven individuals to join our dynamic work environment where fun meets results!

What Youll Do:

Assist in scheduling all campaign requirements set forth by the strategic lead & our clients taking a lead role not only in scheduling but sharing while applying changes driven by feedback from the Real Time Analysts.
Assist in monitoring dialer queues with the objective of increasing customer experience agent productivity and/or list penetration.
Assist in managing break schedules and occupancy in partnership with the Real Time Analysts
Tracking and backfilling leakage and shrinkage in partnership with strategy the Real Time Analysts and operations.
Assist operations in scheduling needs (supporting Synerion where applicable)
Participate in campaign planning processes in order to be aware of needs required resources objectives.
Provide support to the Real Time Analysts by communicating in realtime with managers and leaders regarding any production issues which may affect service levels or dialer effectiveness
Communicates realtime any systems issues to IT where applicable.
Assist in the review of realtime queue reports data usage reports daily call trends agent skilling realtime and historical outbound dialer data Ensure schedules are reflective of changing trends. Identifies any issues and communicates them on an ongoing basis to Management.
Responsible for scheduling to requirements for each campaign in partnership with Strategy Senior Leadership the WFM Scheduling Manager and the Real Time Analysts.
Assists with the deployment of staff during system outages/emergencies to ensure all client requirements are being met.
Assist in updating and maintaining schedule changes and revisions to operations and the realtime team.
Champion company core values and other company programs
Other duties as assigned

Education: High School Diploma or Equivalent

Experience: Minimum of 2 years in a WFM role in the company or equivalent experience outside of the Company
Previous supervisory or managerial experience would be an asset
Intermediate to advanced MS Excel proficiency preferred

Certificates Licenses & Registration: There are no personal certification licensing or registration requirements for this job

Reports to: WFM Scheduling Manager

What Were Looking For:

INFORMATION SECURITY RESPONSIBILITIES

All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) note that Information security responsibilities are based on role.

Why Join Us

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training: We offer extensive paid training to ensure youre equipped for success.

• TeamOriented Culture: Work in a collaborative supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events we foster a lively and inclusive work environment where youll build strong connections.

• StateoftheArt Offices: Work in our modern wellequipped offices designed to enhance collaboration and productivity.

• Rewarding Work: Help businesses grow while making a real difference in peoples lives!

Get to Know Us Better! Follow us to get an insider view of our team in action our values in motion and a sneak peek into what makes us an awesome place to work!

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At Bill Gosling Outsourcing we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race gender age ability status or any other characteristic you are valued here.If you require accommodations at any stage of the hiring process we are happy to work with you to ensure you have the support you need just let us know.

Bill Gosling Outsourcing Where your career thrives!