Also referred to as:
Call Center Scheduling Supervisor, Contact Center Agent and Resources Scheduling Supervisor, Customer Service Center Forecasting/Optimization Supervisor, Workforce Management and Scheduling Supervisor
Requirements and Responsibilities
Contact Center Scheduling Supervisor leads contact center scheduling function daily activities. Responsible for contact center workforce scheduling to ensure high utilization rate and operational needs. Being a Contact Center Scheduling Supervisor coordinates with management to forecast headcount needs and develop staffing plan. Provides recommendations for improving contact center scheduling and operations. Additionally, Contact Center Scheduling Supervisor advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Scheduling Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Scheduling Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes.
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