What you'll be doing

Forecast contact volume and agent requirements to ensure optimal staffing levels Create and manage agent schedules, taking into account leave, training, and other factors Monitor real-time contact centre activity and make adjustments to schedules as needed Analyze key performance metrics and provide recommendations to improve efficiency Collaborate with team leaders and managers to ensure effective workforce planning Assist in the implementation of new scheduling and workforce management tools and processes Provide support and guidance to agents on scheduling-related matters

What we're looking for

Proven experience as a Workforce Analyst, Scheduler, or a similar role in a contact centre or customer service environment Strong analytical and problem-solving skills with the ability to work with data and generate insights Excellent communication and interpersonal skills to effectively collaborate with teams Proficiency in workforce management tools and software, such as Verint or Aspect Familiarity with contact centre operations, including call volume forecasting and scheduling best practices Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities Strong time management and organizational skills to juggle multiple tasks and deadlines