Have you ever wondered what goes on behind the scenes to keep a massive global customer service team running smoothly? If you love looking at data, spotting patterns, and making sure the right people are in the right place at the right time, we have a fantastic opportunity waiting for you. Signet Jewelers is searching for a Customer Care Scheduler Operations professional to join our dynamic team. You will be helping us orchestrate the daily flow of our contact center, ensuring that our customers receive the exceptional care they deserve while our team members thrive. This is a fully remote role open to candidates worldwide, giving you the freedom to work from wherever you feel most inspired.

Overview

At Signet Jewelers, we operate iconic brands like Kay Jewelers, Zales, Jared, and JamesAllen.com, making us the largest diamond jewelry retailer in the world. Being a people first company means we care deeply about our internal teams just as much as our shoppers. In this operations role, you will sit at the crossroads of data analysis and workforce management. Your insights will directly shape how we handle inbound communications and support our incredible customer care staff across the globe.

Key Responsibilities

Analyze contact center trends including transaction volumes, call volumes, call patterns, staff productivity, and resource allocation.
Monitor inbound call and chat traffic in real time to make rapid adjustments to staffing levels.
Track the volume of escalated contacts to anticipate potential bottlenecks before they impact service quality.
Collaborate with contact center leadership to align scheduling strategies with business forecasts and service level goals.

Requirements

Proven experience in contact center workforce management, scheduling, or operational data analysis.
Strong analytical mindset with the ability to interpret complex data sets and turn them into actionable plans.
Excellent communication skills and the ability to adapt quickly in a fast paced remote environment.
Proficiency with modern workforce management software and data visualization tools.

What You'll Gain

The chance to work with a globally recognized retail leader that genuinely values diversity, inclusion, and equity.
A truly flexible remote work setup that connects you with talented professionals around the world.
Meaningful career growth opportunities within a supportive and people centric organization.