Customer Care Scheduler Operations

Signet Jewelers•Akron, OH

2d•Onsite

About The Position

This position will be required to analyze contact center trends including: transaction volumes, call volumes, call patterns, staff productivity, and resource allocation. This analyst will monitor inbound call and chat traffic, volume of escalated case and social media work and outbound dialer calls. He/she will ensure service/performance volume is satisfied within SLA by adjusting scheduling needs as patterns change. This analyst will build proficient staffing and scheduling routines to meet business unit goals and objectives. Additionally, this includes the development and maintenance of database applications, report design and ad-hoc analysis. Responsible for the maintenance of all Customer Connection Center functions related to the development, configuration, testing, rollout, training, maintenance and adoption of the WFM system. Analyzes contact volumes to create long term forecasts including integration of planned marketing efforts, shifts in customer contact trends, and disaster recovery. Generates, updates, and publishes agent schedules within established timelines and adjusts ad hoc as needed to support meetings and training initiatives. Uses long term forecasts, assists operational Directors and Resource Planning Manager in budgeting process to ensure appropriate staffing levels are requested. Develops and makes recommendations on standardized policies and procedures for agent scheduling including shift bids/preferences, trades and time off requests. Simulates the impact of proposed initiatives and confidently recommends the appropriate staffing actions for the business. Assesses the daily performance of the contact center and manages staffing changes to ensure payroll targets and Service Level Objectives are achieved. Maintains standardized reporting for internal and external management use; conducts orientation training associated with scheduling process for user community. Analyses, monitors and reports on all staffing assumptions and provides recommendations to internal and external stakeholders. Collects, analyzes and reports historical center performance statistics and historical agent performance statistics. Responsible for data collection to ensure efficient and accurate WFM system configuration that meets the needs of the Customer Care Connection team. Performs additional duties and projects as assigned. Consistent regular scheduled attendance is considered an essential function of this job.

Requirements

Analysis of contact center trends (transaction volumes, call volumes, call patterns, staff productivity, resource allocation).
Monitoring of inbound call and chat traffic, escalated cases, social media work, and outbound dialer calls.
Adjustment of scheduling needs based on changing patterns to meet SLA.
Proficient staffing and scheduling routine building.
Development and maintenance of database applications.
Report design and ad-hoc analysis.
Maintenance of Customer Connection Center functions related to WFM system (development, configuration, testing, rollout, training, adoption).
Long-term forecasting of contact volumes, including marketing efforts, customer trends, and disaster recovery.
Generation, updating, and publishing of agent schedules.
Ad hoc schedule adjustments for meetings and training.
Assistance in budgeting process using long-term forecasts.
Development of recommendations for standardized policies and procedures for agent scheduling (shift bids, preferences, trades, time off requests).
Simulation of proposed initiatives' impact.
Assessment of daily contact center performance.
Management of staffing changes to meet payroll targets and SLOs.
Maintenance of standardized reporting.
Conducting orientation training for scheduling process.
Analysis, monitoring, and reporting on staffing assumptions.
Collection, analysis, and reporting of historical center and agent performance statistics.
Data collection for WFM system configuration.
Consistent regular scheduled attendance.

Responsibilities

Analyze contact center trends including transaction volumes, call volumes, call patterns, staff productivity, and resource allocation.
Monitor inbound call and chat traffic, volume of escalated case and social media work and outbound dialer calls.
Ensure service/performance volume is satisfied within SLA by adjusting scheduling needs as patterns change.
Build proficient staffing and scheduling routines to meet business unit goals and objectives.
Develop and maintain database applications, report design and ad-hoc analysis.
Maintain all Customer Connection Center functions related to the development, configuration, testing, rollout, training, maintenance and adoption of the WFM system.
Analyze contact volumes to create long term forecasts including integration of planned marketing efforts, shifts in customer contact trends, and disaster recovery.
Generate, update, and publish agent schedules within established timelines and adjust ad hoc as needed to support meetings and training initiatives.
Use long term forecasts to assist operational Directors and Resource Planning Manager in budgeting process to ensure appropriate staffing levels are requested.
Develop and make recommendations on standardized policies and procedures for agent scheduling including shift bids/preferences, trades and time off requests.
Simulate the impact of proposed initiatives and recommend appropriate staffing actions for the business.
Assess the daily performance of the contact center and manage staffing changes to ensure payroll targets and Service Level Objectives are achieved.
Maintain standardized reporting for internal and external management use.
Conduct orientation training associated with scheduling process for user community.
Analyze, monitor and report on all staffing assumptions and provide recommendations to internal and external stakeholders.
Collect, analyze and report historical center performance statistics and historical agent performance statistics.
Ensure efficient and accurate WFM system configuration that meets the needs of the Customer Care Connection team.
Perform additional duties and projects as assigned.