Job Description

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About 24-7 Intouch

24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story -

About the Job

The Lead Scheduler will be responsible for forecasting the incoming volume of calls in different channels for various programs. The ideal candidate will be in charge of considering trends, promotions, and any other event that might have a direct impact on incoming volume of calls.

As Lead Scheduler, You Will

• Develop and maintain a comprehensive forecasting model, using regression analysis knowledge
• Collaborate with tactical Workforce teams
• Determine staffing requirements and execute CB's in IEX
• Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities
• Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
• Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
• Conduct Workforce simulations to provide advice regarding the impact of business strategies within contact centers
• Provide medium and short term forecast to account for changes in campaigns or volume disruptors

Requirements:

As Lead Scheduler, You Have

• Some post-secondary or completion of post-secondary schooling preferred
• 2 years experience in the call center and/or customer service industry, with at least 1 year in a supervisory role
• Nice IEX experience is required
• Experience normalizing and utilizing historical data for scheduling agents as needed
• Familiarity with WFM software packages
• Strong business acumen combined with exceptional communication skills
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Possess strong analytical, problem solving and decision-making skills
• A deep understanding of numbers and ability to use statistical modeling
• Ability to provide business insight to multiple levels of management with appropriate level of detail
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• Capable of tackling very loosely defined problems

By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\\her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

24-7 Intouch