Also referred to as: Call Center Scheduler, Contact Center Forecasting and Resourcing Analyst, Contact Center Metrics Analyst, Customer Service Center Scheduler
Requirements and Responsibilities

Contact Center Scheduler assists in analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds resourcing and scheduling plans to meet business objectives. Being a Contact Center Scheduler typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Scheduler works on projects/matters of limited complexity in a support role. Work is closely managed. To be a Contact Center Scheduler typically requires 1 to 2 years of related experience.

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