Customer Care Scheduler Operations

Overview

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,  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. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love.

Join us!

• Analyze contact center trends including: transaction volumes, call volumes, call patterns, staff productivity, and resource allocation.
• Monitor inbound call and chat traffic, volume of escalated cases and social media work, and outbound dialer calls.
• Ensure service/performance volume is satisfied within SLA by adjusting scheduling needs as patterns change.
• Build proficient staffing and scheduling routines to meet business unit goals and objectives.
• Develop and maintain database applications, design reports, and perform ad-hoc analysis.
• Maintain all Customer Connection Center functions related to development, configuration, testing, rollout, training, maintenance and adoption of the WFM system.
• Analyze contact volumes to create long-term forecasts, including integration of planned marketing efforts, shifts in customer contact trends, and disaster recovery.
• Generate, update, and publish agent schedules within established timelines; adjust ad hoc as needed to support meetings and training initiatives.
• Use long-term forecasts and assist operational Directors and Resource Planning Manager in budgeting to ensure appropriate staffing levels are requested.
• Develop and recommend standardized policies and procedures for agent scheduling (shift bids/preferences, trades, time off requests).
• Simulate the impact of proposed initiatives and recommend appropriate staffing actions for the business.
• Assess daily performance of the contact center and manage staffing changes to achieve payroll targets and Service Level Objectives.
• Maintain standardized reporting for internal and external management use; conduct orientation training related to scheduling for the user community.
• Analyze, monitor and report on all staffing assumptions and provide recommendations to internal and external stakeholders.
• Collect, analyze, and report historical center performance statistics and historical agent performance statistics.
• Ensure data collection supports efficient and accurate WFM system configuration that meets the needs of the Customer Care Connection team.
• Perform additional duties and projects as assigned.
• Consistent regular scheduled attendance is considered an essential function of this job.

• Experience with workforce management (WFM) systems and scheduling in a contact center environment.
• Analytical skills for forecasting, reporting, and ad-hoc analysis.
• Ability to analyze trends, manage staffing, and support budget planning.
• Strong communication and training delivery for user adoption of scheduling processes.

Signet Jewelers is a people-first company. 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. We re ONE Company, proud of our rich heritage, international presence, diversity, inclusion and equity we’re inspiring inside. We are Great Place to Work-Certified™ operating under the iconic brands:
Kay Jewelers, Zales, Jared Jewelry, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda and James Allen.