Scheduler

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)

Skills :

Passionate about delivering an excellent Customer Experience

Able to work with large amounts of data to identify trends and patterns.