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Contact Center Scheduler

1 week ago

Cape Town, Western Cape, South Africa WNS (Holdings) Limited (ADR) Full time

We are seeking an experienced Contact Center Scheduler to join our Operations team. As a key member of our team, you will be responsible for creating schedules that meet our business objectives and drive customer satisfaction.

Main Responsibilities:
  • Develop and implement effective scheduling strategies that take into account forecasted demand, staffing levels, and service level agreements.
  • Analyze data to identify trends and patterns, informing scheduling decisions and driving continuous improvement.
  • Collaborate with cross-functional teams to ensure seamless integration of scheduling processes and maximize efficiency.
  • Identify areas for improvement and implement solutions to optimize scheduling processes and reduce costs.
Requirements:
  • At least 6 years of workforce management experience with specialization in forecasting/scheduling, including people management experience.
  • 2 years managing others and/or experience in Workforce Management.
  • Proven track record of improving scheduling processes and reducing costs.

Our company offers a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.