Customer Care Scheduler

Position:
Customer Care Scheduler Operations - REMOTE

Company:
Signet Jewelers

Compensation:
$45,000 - $60,000

Location:
United States, Akron, OH

Employment type:
Full time

Work Arrangement:
REMOTE

Short Summary:
This position involves analyzing contact center trends, monitoring call and chat traffic, and ensuring service volume is met within SLA by adjusting scheduling needs. The analyst will develop staffing routines, maintain database applications, and support the WFM system.

Responsibilities:
- Analyze contact center trends including transaction volumes, call volumes, and staff productivity.
- Monitor inbound call and chat traffic, escalated cases, and outbound dialer calls.
- Build staffing and scheduling routines to meet business unit goals.
- Develop and maintain database applications and report designs.
- Generate and publish agent schedules, adjusting as needed.
- Assist in budgeting processes to ensure appropriate staffing levels.
- Develop standardized policies for agent scheduling.
- Assess daily performance and manage staffing changes.
- Maintain standardized reporting for management use.
- Collect and analyze historical performance statistics.
- Perform additional duties and projects as assigned.

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

Benefits:
- People-first company culture.
- Opportunities for career growth and development.
- Commitment to diversity, inclusion, and equity.