Contact Center Scheduling Analyst

About the role

As a Contact Center Scheduling Analyst, you will be responsible for managing and optimizing the scheduling of contact center agents to ensure efficient operations and customer satisfaction. This role involves analyzing call volume data, forecasting future needs, and creating schedules that align with departmental goals.

Responsibilities

• Manage and optimize contact center agent schedules to meet operational needs and customer service standards.
• Analyze call volume data and forecast future needs to inform scheduling decisions.
• Create and maintain accurate schedules that reflect agent availability and departmental priorities.
• Collaborate with supervisors and managers to ensure schedules are aligned with departmental goals and employee work-life balance.
• Communicate schedule changes and updates to agents in a clear and timely manner.

Requirements

• Bachelor's degree in Business Administration, Human Resources, or a related field.
• At least 2 years of experience in contact center operations or scheduling.
• Strong analytical skills with proficiency in Microsoft Excel and other scheduling software.
• Excellent communication and interpersonal skills to interact effectively with team members and management.
• Ability to manage multiple tasks and prioritize responsibilities under tight deadlines.

Qualifications

• Experience with contact center systems and technologies.
• Knowledge of labor laws and regulations relevant to scheduling practices.
• Understanding of workforce management principles and techniques.

Skills

• Data analysis and interpretation.
• Scheduling and time management.
• Effective communication and collaboration.
• Problem-solving and decision-making.

Benefits

• Competitive compensation package including base salary and performance bonuses.
• Incentive programs for meeting or exceeding performance targets.
• Vacation, sick leave, and personal days.
• Paid holidays and observance of national and local holidays.
• Health, dental, and vision insurance options.
• Flexible spending accounts for healthcare and dependent care expenses.
• 401(k) retirement plan with company match.
• Employee assistance program.

Pay

The pay range for this position is $50,000 - $70,000 annually, depending on experience and qualifications.

Schedule

This is a full-time position with standard business hours.