MY00214 Customer Experience Planning & Engineering Spec / Spec Sr

<p>This position is responsible for forecasting, capacity planning, scheduling, and real-time monitoring of contact centre resources to ensure optimal service levels and operational efficiency.<br><ul><li><p><strong>Key Responsibilities</strong></p></li><li>Develop short- and long-term volume forecasts using historical data and trends for all contact channels (voice, chat, email, and digital channels)</li><li>Create and maintain agent schedules to match demand and staffing constraints</li><li>Monitor real-time adherence, occupancy, service level, shrinkage and make intra-day adjustments to handle spikes, outages and absenteeism</li><li>Perform capacity planning and staffing analysis</li><li>Analyze operational data and CE Operations performance indicators to support strategic decision-making</li><li>Collaborate with operations, training, P&E team on workforce plan...

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