Position Title : Scheduling & Optimization Analyst, CARE WFM
Analyzes Contact Centre volume, performance / productivity, and patterns to optimize staffing levels. Schedules call center employees to align to contact volume distribution.
Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals.
The roles are to ensure that strategic objectives are met in an efficient and cost-effective manner. Highly proactive in planning and communication.
Qualification & Experience