
Scheduling Specialist
3 days ago
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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