- Seminole, Florida, United States
- Mid
- 2–4 years
Responsible for scheduling, intraday monitoring, and performance reporting to meet operational demand and labor cost targets in a contact center environment.
Responsibilities
- Design fair, compliant schedules maximizing coverage and efficiency
- Act quickly on live signals to protect SLAs and productivity
- Package insights into clear narratives for operators and executives
- Contribute to tool/process rollouts
- Monitor real-time ACD work state of agents, schedule and break adherence
Requirements
- Bachelor’s degree in Business, Operations, Statistics, or related field