Scheduling Specialist

7 hours ago

Quezon City, National Capital Region, Philippines IntouchCX Full time $40,000 - $80,000 per year

Job Description:

  • Assist with schedule and tracker management to ensure that all schedules are generated properly
  • Analyze contact trends and optimize staffing.
  • Maintain accurate workforce data in NICE IEX or Calabrio/Teleopti.
  • Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals
  • Work closely with the Operations Team to ensure availabilities are conducive to the business needs

Job Requirements:

  • A post-secondary degree or certificate with a focus on Business Administration (a combination of work experience and education will be considered)
  • Experience in NICE IEX or Calabrio/Teleopti (required).
  • 2-3 years of experience as a Scheduling Specilaist in a contact center.
  • Experience with workforce management systems (asset)
  • Advanced knowledge of Microsoft Excel (asset)
  • Strong analytical, problem-solving, and organizational skills.
  • Knowledge of contact center operations, functions and business processes
  • Strong organizational skills and the ability to follow through on projects

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