Position Details

Salary $20 – $29 USD / year

Type Not Specified

Experience mid

Exp. Years 4-5 years

Education Associate’s Degree in Business Administration or equivalent; Bachelor’s preferred

Category Operations & Logistics

About this role

This position involves creating schedules, analyzing call data, and managing staffing for contact centers, ensuring optimal operations and resource allocation.

Key Responsibilities

Create and communicate schedules
Analyze call volume data
Forecast staffing needs
Generate reports on staffing and time off
Coordinate scheduling activities

Technical Overview

The role requires expertise in workforce management software, data analysis, forecasting, and report generation, with proficiency in Excel and scheduling tools.

Ideal Candidate

The ideal candidate has 4-5 years of experience in call center operations with strong skills in workforce management, scheduling, and data analysis. They are proficient in Excel and capable of optimizing staffing based on call volume trends.

Must-Have Skills

Experience with Workforce Management softwareScheduling and forecastingData analysisReport generation

Nice-to-Have Skills

Call center operationsStaffing optimizationAdvanced Excel modeling

Tools & Platforms

Workforce Management softwareExcelWordPowerPointAccess

Required Skills

ForecastingSchedulingWorkforce Management softwareCall volume analysisData analysisExcelReport generation

Hard Skills

ForecastingSchedulingWorkforce Management softwareCall volume analysisData analysisExcelReport generation

Soft Skills

Analytical skillsCommunicationTime managementInterpersonal skillsProblem-solving

Industry & Role

Industry Customer Service, Contact Center, Insurance

Job Function Optimizing contact center staffing and scheduling through data analysis and workforce management tools

Keywords for Your Resume

ForecastingSchedulingWorkforce Management softwareCall volume analysisData analysisExcelReport generationCall centerStaffingShift schedulingCall center operations

Deal Breakers

Lack of experience with Workforce Management software, No background in call center scheduling, Inability to analyze data effectively

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Forecasting and Scheduling Specialist (2nd Shift)

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