BPO Planning and Scheduling Senior Associate

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. 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).