Call Center Scheduler

Rust Belt Resources has partnered with a national financial services firm on a Contact Center Scheduling role. This position is a directhire hourly located in Pittsburgh PA.

This position is responsible for maintaining Contact Center scheduling for phone and chat agents.

Utilize the workforce management tool to forecast staffing needs and assign employees appropriately across available shifts to ensure proper coverage and meet department standards.

Review peak times and seasonal changes and make necessary staffing changes to ensure proper coverage.

Utilize past conditional data to produce ad hoc staffing forecasts for leadership planning and scheduling.

Flag staffing concerns that may arise.

Produces weekly employee schedules in accordance with department standards such as abandon rate and average wait time and forecasted volumes including peak times to ensure adequate staffing for phones and chat.

Incorporates recurring/ad hoc meetings and training into employee schedules.

Monitors staffing levels and provide guidance to leadership. Executes quarterly shift selection process.

Assist with maintaining different aspects of the workforce management tool.

This includes employee access employee changes validating historical data producing forecasts adjusting existing shifts developing new shifts and providing software training as needed.

Assists management with maintaining existing procedures related to scheduling and produces new procedures under guidance as appropriate.

Troubleshoots issues related to the digital support systems utilized in the Contact Center.

Works closely with IT and/or external vendors to resolve issues.

Serves as a backup liaison between Information Technology vendors project management and Contact Center Leadership.

Requirements

Benefits