Scheduling & Forecasting

Position Description

Responsible for monitoring real-time activity of agents, call queues, data and metric analysis, and trending and reporting on call center performance stats to ensure contractual obligations are fulfilled and labor is managed effectively and efficiently. Partners with supervisory staff to share responsibility to meet service levels, agent adherence and real-time objectives across all partners and sites.  


Essential Functions: Fundamentals of the job and required of all incumbent

  • Real-time manage staffing to meet Service Level and Abandon standards in a multi-skill set, multi-center environment
  • Proactively communicate identified intraday risks and recommendations to management and/or other intraday analyst
  • Approve/recommend discretionary activities to increase utilization and productivity
  • Analyze call volume pattern and reforecast when appropriate to ensure Vertical leadership has a more realistic expectation of their day
  • Monitor real-time Adherence Alerts and escalate to line management as necessary
  • Administer Intraday updates (i.e. absences, schedule adjustments) in the WFM Tool
  • All other tasks and duties as assigned

Skills & Requirements

Job Qualifications: General Knowledge, Skills, and Abilities (KSA’s) required

  • Minimum of two year Contact Center experience required
  • Proficient in MS Word and MS PowerPoint with Intermediate MS Excel skills
  • Strong mathematical, analytical, communication, and organization skills
  • Self-motivated, Autonomous and Team Player
  • Knowledge of basic call center fundamentals
  • Excellent analytical, critical thinking and problem solving skills with a proven track record of uncovering trends and patterns
  • Maintains an approachable image through flexibility, patience, tolerance, listening, and open-mindedness
  • Ability to handle multiple tasks and work well under pressure to meet deadline


  • Apply with Adecco

Reference number US_EN_99_020476_11973697