Customer Care Scheduler Operations - REMOTE

About Us

Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve.

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 cases, 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 the 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 confidently 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 the scheduling process for the 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.
• Responsible for data collection to ensure efficient and accurate WFM system configuration that meets the needs of the Customer Care Connection team.
• Perform additional duties and projects as assigned.
• Consistent regular scheduled attendance is considered an essential function of this job.

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, among other factors.