Join our team as a Senior Associate in BPO Planning & Scheduling. This role is crucial for optimizing contact center operations and ensuring exceptional service delivery.

You will be instrumental in managing staffing levels to meet peak demand and maintain high performance standards. Your expertise will directly contribute to the efficiency and success of our contact center environment.

Key responsibilities include forecasting contact volumes and technician availability to proactively manage resources.

Develop and implement optimized schedules for contact centers to maximize performance and achieve service level goals.

Monitor incoming queues in real-time, ensuring adequate technician availability for support and swiftly responding to any system outages or business continuity events.

This position requires a keen eye for detail and the ability to analyze operational data to make informed resource allocation decisions.

Effectively escalate issues that could impact business operations, ensuring timely resolution.

Experience in planning and scheduling within a contact center environment is essential for success in this role.