Planning & Scheduling Senior Associate

BPO Planning & Scheduling Senior Associate

Responsibilities:

• Monitors incoming queues and ensures representatives are available for support.
• Monitors queue to determine appropriate resource allocation to meet service level goals.
• Determines queue personnel needs during times of heavy call volume.
• Uses Workforce Management tools to Schedule and optimize customer service representatives.
• Exception authorization to ensure schedule adherence tracking.
• Analyzes historical performance data to identify trends (associate behavior, call volume, activities, etc.)
• Escalates issues that may impact the business’ ability to manage call volume.

Requirements:

• Typically requires 3-5 years of relevant experience.
• Knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.
• Strong data analysis skills.
• Verbal and written communication skills.

• Preferred knowledge of using Workforce Management Tools like Verint, Aspect, Blue Pumpkin & Calabrio.
• Proficiency in Microsoft Office.
• Must be available to work 24*7.