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•    Assist in scheduling all campaign requirements set forth by the strategic lead & our clients, taking a lead role not only in scheduling, but sharing – while applying changes driven by feedback from the Real Time Analysts. 
•    Assist in monitoring dialer queues with the objective of increasing customer experience, agent productivity and/or list penetration. 
•    Assist in managing break schedules and occupancy in partnership with the Real Time Analysts
•    Tracking and backfilling leakage and shrinkage in partnership with strategy, the Real Time Analysts, and operations. 
•    Assist operations in scheduling needs (supporting Synerion where applicable)
•    Participate in campaign planning processes in order to be aware of needs, required resources, objectives,.
•    Provide support to the Real Time Analysts, by communicating in real-time with managers and leaders regarding any production issues, which may affect service levels or dialer effectiveness
•    Communicates real-time any systems issues to IT where applicable.
•    Assist in the review of real-time queue reports, data usage reports, daily call trends, agent skilling, real-time and historical outbound dialer data Ensure schedules are reflective of changing trends. Identifies any issues and communicates them on an ongoing basis to Management.
•    Responsible for scheduling to requirements for each campaign in partnership with Strategy, Senior Leadership, the WFM Scheduling Manager, and the Real Time Analysts.
•    Assists with the deployment of staff during system outages/emergencies to ensure all client requirements are being met.
•    Assist in updating and maintaining schedule changes and revisions to operations, and the real-time team. 
•    Champion company core values and other company programs 
•    Other duties as assigned

Education: High School Diploma or Equivalent

Experience: Minimum of 2 years in a WFM role in the company, or equivalent experience outside of the Company
Previous supervisory or managerial experience would be an asset
Intermediate to advanced MS Excel proficiency preferred

Certificates, Licenses, & Registration: There are no personal certification, licensing, or registration requirements for this job

Reports to: WFM Scheduling, Manager