CS Scheduling Specialist

About the role

As a Customer Service Schedule Specialist, you will be responsible for ensuring our team of CS Specialists is correctly staffed and scheduled, and that they have all the tools necessary to work successfully.

What you’ll do

• Scheduling: proactively own the scheduling process, aware of the needed & agreed actions that need to be put into the schedules even before they’re requested.
  • Ensure CS Specialists have schedule set-up & available at every moment.
  • Publish schedules with the cadence set, including channel shifts & weekends.
  • Check intraday shifts are well set according to the forecast of the different channels we handle.
  • Manage requests from our CS Specialists regarding time off or non-productive time.
  • Manage coaches’ schedules along with CS Specialists’ schedules in order to effectively organize coaching sessions.
  • Manage TL’s schedules along with CS Specialists’ schedules in order to effectively organize 1:1s sessions.
  • Schedule the incremental training sessions to happen in the department, both from the Trainer and CS Specialists’ perspectives.
  • Lead & support any non-productive engagement activity, finding the right balance between employees & business needs.
• Staffing:
  • Participate in the development of the Capacity Plan, keeping it updated with the latest version of the different inputs (LiA, Contact Rate) and incorporating new factors onto it as needed.
  • Participate in the monthly Lock Process, adding a look ahead into what’s happening from a HC perspective and what actions are needed in order to anticipate.
  • Coordinate with TL/TM & Recruitment whenever it is identified that we need to open some position, either it’s new or a replacement, and provide the adequate business need (hours, language…) depending on the situation.
• Admin:
  • Keep WFM related documents & guidelines updated, observing the latest changes in each of them: roster, OT, specialists’ preferences, cadences of non-productive actions, holiday guidelines, WFM related process guidelines, etc.
  • Coordinate with HR in order to have a complete knowledge of the legal framework in any hub we operate in: holidays, bank holidays, weekends, extra compensations, etc.
  • Activate/deactivate permissions in the different tools as needed.
  • Maintain the WFM tool in place well configured, with any change in strategy or team organization well updated.
  • Inform Payroll on a monthly basis about the OT hours that require financial compensation.
  • Generate reports on schedule efficiency metrics: Occupancy, Forecast accuracy, Shrinkage, Adherence, etc.

What you’ll bring

Background 

• Education: High school diploma or equivalent; a bachelor's degree in business administration, operations management, or a related field is preferred.
• Experience: 1+ year of experience in a similar role, or 2+ years of experience in a Real Time Analyst role.

General

• Technical Skills: Proficiency in Google Suite and/or Microsoft Office, and experience with customer service management tools (e.g. Kustomer). Familiarity with automation software is a plus.
• Data-Driven Mindset: Experience in data entry, analysis, and report generation, with the ability to translate metrics into actionable insights.
• Proactivity is a must. You need to have the ability to identify areas of improvement, and prepare and suggest alternatives to be studied.
• Collaboration: Strong teamwork and communication skills, with the ability to work effectively across different teams.
• Problem-Solving: Ability to identify inefficiencies in admin processes and recommend solutions for improvement.
• Attention to Detail: Exceptional attention to detail with a strong focus on accuracy and quality in administrative tasks.
• Time Management: Ability to manage multiple tasks, prioritize workload, and meet deadlines in a fast-paced environment.
• Adaptability: Willingness to learn new tools and systems, and flexibility to adapt to changing needs of the team.
• Growth Mindset: A commitment to continuous learning and improvement, with a demonstrated ability to quickly grasp new processes and tools and take advantage of the feedback loop.