*bpo planning and scheduling analyst*
*responsibilities*:
- monitors incoming queues and ensures representatives are available for support.
- monitors queue to determine appropriate resource allocation to meet service level goals.
- determines queue personnel needs during times of heavy call volume.
- uses workforce management tools to schedule and optimize customer service representatives.
- exception authorization to ensure schedule adherence tracking.
- analyzes historical performance data to identify trends (associate behavior, call volume, activities, etc.)
- escalates issues that may impact the business' ability to manage call volume.
*requirements*:
- typically requires 3-5 years of relevant experience.
- knowledge and understanding of contact center tools and systems, policies, procedures, call flow and routing.
- strong data analysis skills.
- verbal and written communication skills.
- preferred knowledge of using workforce management tools like verint, aspect, blue pumpkin & calabrio.
- proficiency in microsoft office.
- must be available to work 24*7.
*job segment*:scheduler, administrative