Responsibilities

This position is responsible for scheduling all call center events.  This includes ensuring ½ hour staffing requirements are met each interval by determining best time and place for events to be scheduled.  This includes national coordination of all like work groups.  This position will be responsible for developing shift bids, holiday bids, vacation planning, meeting/training planning and other adhoc planning necessary to achieve consistent ABA% and service level goals. 

 

This position requires national coordination with the centers and training teams.

Responsible for knowing daily trends and adjusting schedules as necessary.

 Commits to staffing requirements provided by National forecast team to ensure customer demands are met. 

Ensures associates receive schedules in a timely manner. 

Addresses concerns from associates regarding schedules, trades, vacations and offers solutions that benefit the associate and the business. 

Balances business objectives with center requests. 

Accurately maintains and updates IEX database. 

Reduces costs by maintaining a 15% or less good shrink rate with a goal of 30% overall.

 Understands shrink components and works to meet monthly goal. Provides leadership with shrink checkbook weekly.  

Provides adhoc reports for associates or leaders. 

Identifies, communicates and offers suggestions for process improvements.

Provides support to new associates to familiarize them with the scheduling processes.

 Develops and/or supports implementation of resource optimization efforts to improve center efficiency.

Qualifications

 

 

  • College Degree Preferred
  • Working knowledge of call center operations
  • Strong oral and written communication skills
  • Strong leadership, critical thinking and conflict resolution skills
  • Strong time management, organizational and negotiation skills required
  • Strong attention to detail required
  • Knowledge of IEX required
  • WFM Certification preferred
  • Candidate must be able to work in a fast paced environment
  • High level of integrity and confidentiality required
  • Proficiency with Microsoft excel, word and powerpoint required

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.

 

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.

 

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