Conseiller(ère) en planification des effectifs
Core
Coordinate staffing assignments, manage online and offline activity planning for agents, and orchestrate schedules across multiple call center sites.
Role type
Staffing planner (call center operations)
Builds
Staffing schedules and operational plans for call center agents
Domain
Insurance / Call center operations
Required skills
Staffing planning, multi-site operations management, time management, data analysis, MS Excel, Genesys (preferred)
Preferred skills
Business administration degree, Statistics/Mathematics background
Responsibilities
Coordinate communication channel assignments, manage online and offline activity planning for agents, create and manage schedules based on established principles, prepare and analyze daily/weekly/monthly/quarterly reports to forecast operational needs, collaborate with PDE technician for real-time call monitoring, set telephony and communication channel targets.
Seniority
Mid-level, 3+ years experience required