Senior Customer Service Scheduling Specialist – Workforce Management Expert

At careerzynith, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Senior Customer Service Scheduling Specialist, you'll play a pivotal role in driving our teams' success by leveraging your expertise in scheduling and workforce planning. If you're passionate about optimizing resources, fostering a positive work environment, and driving business growth, we want to hear from you!

• *About careerzynith**

careerzynith is a leading innovator in the customer service industry, dedicated to providing unparalleled experiences for our customers and employees alike. Our commitment to diversity, equity, and inclusion has earned us a reputation as a top employer, and we're proud to be an equal opportunity workplace. With a focus on employee growth and development, we offer a dynamic and supportive environment that encourages innovation and creativity.

• *Key Responsibilities**

As a Senior Customer Service Scheduling Specialist, you'll be responsible for:

• **Analyzing Planning Inputs**: Use data-driven models to analyze planning inputs and drive accurate alignment to demand and staffing structure, ensuring we meet or exceed schedule efficiency targets.
• **Generating Schedules**: Develop and generate schedules on a regular basis to improve resource efficiency, balancing SLAs and occupancy while maintaining an extended outlook.
• **Coordinating New Hire Schedules**: Collaborate with recruiting to develop new hire schedules at the beginning of new hire cycles, ensuring a seamless onboarding experience.
• **Improving Agent Satisfaction**: Support programs to enhance agent satisfaction with scheduling flexibility, while maintaining general business requirements to meet customer SLAs.
• **Reporting and Analysis**: Generate routine reports on scheduling performance, occupancy rates, OT, VTO, and other key metrics, providing actionable insights to drive business growth.
• **Effective Communication**: Communicate effectively with peers and stakeholders to ensure high-quality and timely completion of work requests.
• **Troubleshooting and Root Cause Analysis**: Provide analysis, root cause, and suggested action plans for troubleshooting performance activities/defects, collaborating with related teams and senior contact center leadership.
• **Planning Variance Analysis**: Prepare and deliver planning variance analysis to reconcile service level (supply and demand) results versus expectations, identifying corrective measures to minimize non-SLA targets or high occupancy periods.
• **Ambassador for careerzynith Operating Principles**: Embody the spirit and intent of the careerzynith Operating Principles, promoting a culture of excellence and customer-centricity.
• **Additional Assignments**: Support other assignments as directed by senior leadership.

• *Essential Qualifications**

To succeed in this role, you'll need:

• **2+ years of experience** in call center Workforce Management or scheduling/planning, with a proven track record of driving efficiency and improving customer experiences.
• **Hands-on experience** with workforce management and ACD systems, such as NICE, Cisco, or similar platforms.
• **Agile decision-making**: Ability to make data-driven decisions on contact center performance results and variations to planning.
• **Microsoft Office Suite proficiency**: Proficient in manipulating data, creating reports, visualizations, and presentations from scratch.
• **Attention to detail**: Strong attention to detail with the ability to handle multiple tasks and priorities.
• **Effective communication**: Good verbal and written communication skills, with a focus on clear and concise reporting.
• **Independence and time management**: Ability to work independently and meet deadlines.

• *Preferred Qualifications**

If you have:

• **Data analysis experience**: Capturing, storing, and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc.).
• **Data management skills**: Proficiency in SQL, Python, VBA, Tableau, macros, pivot tables, and pivot charts.
• **Passion for diversity and inclusion**: Commitment to equal opportunity, diversity, and inclusion for all Team Members.

• *What We Offer**

As a Senior Customer Service Scheduling Specialist at careerzynith, you'll enjoy:

• **Competitive compensation and benefits**: Comprehensive benefits package, including medical, dental, and vision coverage, 401(k) matching, and paid time off.
• **Opportunities for growth and development**: Regular training and development opportunities to enhance your skills and advance your career.
• **Collaborative and dynamic work environment**: Supportive team culture that encourages innovation, creativity, and open communication.
• **Recognition and rewards**: Recognition programs and rewards for outstanding performance and contributions to the team.

• *How to Apply**

If you're passionate about delivering exceptional customer experiences and driving business growth, we want to hear from you! Apply now to join our team as a Senior Customer Service Scheduling Specialist and take the first step towards a rewarding and challenging career at careerzynith.

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