Scheduler I Work From Home

Qualifications:

• Passionate about delivering excellent Customer Experience
• Minimum of 1 year of relevant experience in Workforce Management / Operations
• Expertise in real-time management, reporting and has background in scheduling and capacity planning.
• Proficient in the use of workforce management tools
• Able to work with large amounts of data to identify trends and patterns.
• Specialist in spreadsheet tools like Excel and Google Sheet.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Excellent written and verbal communication skills required.
• Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization and provide input on performance.

Duties and Responsibilities

• Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI).
• Manage the daily/intraday performance reports and update status to Leadership.
• Manage daily and intraday schedule adherence.
• Analyze past call volume, interval arrival patterns and staffing patterns.
• Re-allocate inbound volume and staffing assignment (if needed).
• Encode exceptions on the WFM tools.
• The point of contact for any additional in-center pullout requests internally and from different vendors.
• Communicating any real impacts (outages, influxes in volume, vendor issues).