Workforce Scheduler

• Forecast chat/call volumes and staffing requirements based on historical data, trends, and business needs.
• Create and maintain accurate staffing schedules in time to ensure that all service level targets are met.
• Monitor real-time adherence to schedules and make necessary adjustments as needed.
• Collaborate with managers and team leaders to identify and address staffing gaps and operational challenges.

Qualifications:

• Bachelor's degree in a relevant field (e.g., Business, Statistics, Computer Science) is preferred.
• Proven 1 and Up years of experience as a Scheduler in a BPO industry.
• Proficiency in data analysis tools (e.g., Excel, SQL, Tableau).
• Strong analytical and problem-solving skills.
• Excellent attention to detail and highly organized.
• Effective communication skills for presenting findings to both technical and non-technical audiences.
• Ability to work independently and as part of a team.