Customer Care Scheduler

Job Summary

Analyzing contact center trends, the full-time Customer Care Scheduler will monitor call and chat traffic, manage staffing needs based on performance metrics, and develop scheduling routines to meet business objectives in a remote environment.

Key responsibilities

• Maintain Customer Connection Center functions related to the WFM system, including development, configuration, and training
• Generate and update agent schedules, adjusting as needed to support operational changes and training initiatives
• Analyze staffing assumptions and historical performance statistics to provide recommendations to stakeholders

Required qualifications

• Experience with workforce management systems and contact center operations
• Strong analytical skills with the ability to interpret data and trends
• Proficiency in database applications and report design
• Ability to develop standardized policies and procedures for scheduling
• Experience in training and orienting users on scheduling processes