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Lead - Scheduler

Everiseindia, India

1 day ago

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6 / 5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose :

The Lead - Scheduler is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for contact center operations. The Lead - Scheduler works directly with the operations team and the client to ensure that staffing levels are consistent on a real time basis and meet with business needs.

Job Requirements :

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

Qualifications :

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

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

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Lead • india, India