Champions of customer happiness. Providing award-winning healthcare customer services and CRM solutions.
Lead Scheduler
Location
India
Posted
54 days ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Lead Scheduler
Everise
Role Description 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 business needs. - 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 in 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. Company Description 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!
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