Customer Care Scheduler Operations

About the Company

Mosaic Talent Consulting aims to assist job seekers in crafting ideal careers by presenting diverse, verified opportunities. Not a staffing agency, Mosaic aggregates positions directly from employers. Signet Jewelers, the world's leading diamond jewelry retailer with over 2,800 stores across multiple brands including Kay Jewelers, Zales, Jared, and others, stands behind this role. The company prioritizes people, diversity, inclusion, and equity, fostering rewarding career paths that impact lives and inspire love.

Role Overview

This role involves analyzing contact center trends such as transaction and call volumes, call patterns, staff productivity, and resource allocation. The analyst will oversee inbound and outbound communication traffic, including calls, chats, escalated cases, social media interactions, and dialer calls, ensuring service levels meet SLAs by adapting scheduling as needed. The position focuses on creating efficient staffing and scheduling strategies aligned with business objectives and requires developing and maintaining database applications, reports, and supporting ad-hoc analyses.

Key Responsibilities

• Manage all Customer Connection Center functions related to Workforce Management (WFM) system — including development, configuration, testing, rollout, training, and adoption.
• Create long-term forecasts incorporating marketing initiatives, customer contact trends, and contingency plans; generate and publish agent schedules timely and make necessary real-time adjustments.
• Support operational leaders in budgeting for staffing needs with forecasting data; recommend policies and procedures for scheduling, including shift bidding, trades, and leave requests.
• Model effects of proposed initiatives to recommend appropriate staffing changes; monitor daily contact center performance to meet payroll targets and service level objectives; maintain standardized reporting and conduct scheduling training.
• Analyze staffing assumptions and performance metrics; deliver insights and recommendations to stakeholders; ensure proper WFM system configuration based on data collection.
• Perform additional projects and duties as required; maintain consistent attendance as an essential job function.

Compensation

The position offers a salary range between $45,000 and $60,000 annually, adjusted based on geographic location, experience, and related qualifications.