Workforce Scheduler (Hybrid)

The Workforce Scheduler is a key member of the Customer Care Team, responsible for delivering data‑driven support to optimize operational performance.

• Lead forecasting, staffing, scheduling, reporting, and real‑time management activities for the Contact Center.
• Utilize and enhance monitoring and reporting tools to adjust staffing levels and distribute workloads, balancing efficiency and service levels.
• Produce short‑ and long‑term workload forecasts with a high degree of accuracy across a multi‑channel, multi‑skill, and multi‑site environment, covering intraday through monthly planning horizons.
• Ensure service level agreements are consistently achieved; implement immediate mitigation actions to protect customer experience and Contact Center efficiency (CSC).
• Identify customer experience and financial risks, develop mitigation strategies in collaboration with BPO partners and internal CSC teams, determine when to escalate to se...