Customer Care Scheduler Operations

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

This position will be required to analyze contact center trends including: transaction volumes, call volumes, call patterns, staff productivity, and resource allocation. This analyst will monitor inbound call and chat traffic, volume of escalated case and social media work and outbound dialer calls. He/she will ensure service/performance volume is satisfied within SLA by adjusting scheduling needs as patterns change. This analyst will build proficient staffing and scheduling routines to meet business unit goals and objectives. Additionally, this includes the development and maintenance of database applications, report design and ad-hoc analysis.

• Responsible for the maintenance of all Customer Connection Center functions related to the development, configuration, testing, rollout, training, maintenance and adoption of the WFM system. Analyzes contact volumes to create long term forecasts including integration of planned marketing efforts, shifts in customer contact trends, and disaster recovery.  Generates, updates, and publishes agent schedules within established timelines and adjusts ad hoc as needed to support meetings and training initiatives.
• Uses long term forecasts, assists operational Directors and Resource Planning Manager in budgeting process to ensure appropriate staffing levels are requested. Develops and makes recommendations on standardized policies and procedures for agent scheduling including shift bids/preferences, trades and time off requests.
• Simulates the impact of proposed initiatives and confidently recommends the appropriate staffing actions for the business. Assesses the daily performance of the contact center and manages staffing changes to ensure payroll targets and Service Level Objectives are achieved. Maintains standardized reporting for internal and external management use; conducts orientation training associated with scheduling process for user community.
• Analyses, monitors and reports on all staffing assumptions and provides recommendations to internal and external stakeholders. Collects, analyzes and reports historical center performance statistics and historical agent performance statistics. Responsible for data collection to ensure efficient and accurate WFM system configuration that meets the needs of the Customer Care Connection team. 

Performs additional duties and projects as assigned.

Consistent regular scheduled attendance is considered an essential function of this job.