Customer Care Scheduler Operations - REMOTE

About the role

Mosaic Talent Consulting is seeking a Contact Center Analyst to join Signet Jewelers. This position will analyze contact center trends and ensure service/performance volume is satisfied within Service Level Agreements (SLAs).

Responsibilities

• Monitor inbound call and chat traffic, volume of escalated cases, 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, integrating 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.
• Assist in the budgeting process by ensuring appropriate staffing levels are requested based on long-term forecasts and operational needs.
• Develop and recommend standardized policies and procedures for agent scheduling, including shift bids, preferences, trades, and time off requests.
• Simulate the impact of proposed initiatives and confidently recommend appropriate staffing actions for the business.
• Assess daily performance of the contact center and manage staffing changes to ensure payroll targets and Service Level Objectives are achieved.
• Conduct orientation training associated with the scheduling process for the user community.
• Collect, analyze, and report historical center and agent performance statistics.
• Perform additional duties and projects as assigned.

Requirements

Consistent regular scheduled attendance is considered an essential function of this job.

Qualifications

• Bachelor’s degree in Business Administration, Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in contact center operations, analytics, or similar field.
• Experience with WFM systems and database applications.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize workload effectively.
• Proficiency in Microsoft Office Suite, particularly Excel and Access.

Skills

• Data analysis and interpretation.
• WFM system configuration and optimization.
• Forecasting and planning.
• Scheduling and resource management.
• Customer service and relationship management.

Benefits

Signet Jewelers offers competitive benefits including health insurance, retirement plans, and paid time off.

Pay

The salary range for this opportunity is $45,000 - $60,000. Base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience.

Schedule

Flexible schedule to accommodate the needs of the contact center operations.