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The BPO Planning and Scheduling Senior Associate is responsible for optimizing workforce management in a contact center environment. Candidates should have at least 5 years of experience in real-time analysis or workforce management, with strong analytical and communication skills. Proficiency in Microsoft Excel and Teams is essential for success in this role. The position is full-time and requires effective decision-making in a fast-paced environment.
Job Responsibility:
Monitor agent schedules, adherence, and shift activities in real time to ensure optimal staffing levels
Respond quickly to intraday changes such as absenteeism, unexpected call volume, and schedule deviations
Continuously adjust queue and skilling strategies throughout the day to maintain service level performance
Prioritize high-impact tasks and emerging issues to ensure operational efficiency and seamless service delivery
Apply a strong understanding of contact center operational management principles to drive productivity and performance
Collaborate with operations teams, team leads, and supervisors to address staffing or performance challenges
Communicate real-time updates, risks, and recommendations clearly and effectively
Utilize computer applications such as MS Excel, Microsoft Teams, and Outlook to analyze data, prepare reports, and support daily operations
Develop problem-solving strategies and contribute creative solutions to real-time operational issues
Remain composed and effective in a fast-paced, high-pressure production environment
Maintain a proactive and adaptable approach to rapidly changing business needs
Requirements:
5 years of experience, ideally within Workforce Management, Real-Time Analysis, or contact center operations
Strong analytical thinking, attention to detail, and ability to work under pressure
Excellent interpersonal and communication skills
Ability to build collaboration and support teamwork in a dynamic environment
Experience with WFM tools or real-time monitoring systems is an asset (prior experience not mandatory)