Work Setup: Onsite
Location: Centris, QC
Schedule: Shifting, UK time
Qualifications:
- Bachelor's Degree
- 3 to 6 years scheduling experience.
- Voice contact center scheduling experience.
- Scheduling Tools (IEX, Verint, Genesys and Aspect etc.)
- Understanding for Occupancy, Utilization and SLA KPO's (SLA, AHT, ASA, Abandon etc.)
- FTE Calculation Methodology
- Workforce Optimization Software
- Advanced Excel
Responsibilities:
- Use WFM tools and systems for scheduling, forecasting, performance monitoring, and reporting.
- Coordinate with Operations, WFM, and other stakeholders to address real-time staffing concerns.
- Provide timely updates and escalation of critical service-level or staffing issues.
- Support forecasting, capacity planning, and workforce-related activities when required.
