Work Force Management Scheduler
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ESSENTIAL FUNTIONS:
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Utilize the Workforce Management tools (TotalView and Avaya) to create accurate, effective and efficient schedules for Department staff to meet the forecasted demands.
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Ensures the proper administration of the Workforce Management tools by keeping the systems updated to ensure accurate results.
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Study real-time and historical trending to determine the most accurate and effective forecast models.
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Implement scheduling and forecasting models to determine the correct levels of staffing needed for each operating interval.
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Produce staffing schedules, manage the vacation database, maintain daily exceptions and produce reporting utilizing workforce forecast and management tools.
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Monitor adherence to scheduling and forecasting models and make immediate adjustments to actual staffing levels based on projected business needs and real time staffing needs.
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Proactively offer recommendations for staffing to the scheduling manager to achieve service level requirements.
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Monitor department attrition trends and recommend number of additional staff and most needed schedules in order to meet forecasted demands.
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Determine levels of reserve support needed for increases in call volume. Document and communicate proposed changes in order to meet business needs.
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Continuously challenges old and new assumptions about the way we do business. Identifies opportunities for revising and improving business procedures, policies and structures.
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Works with Peers and Supervisors collaboratively to manage and maintain service levels and department morale.
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Conduct daily/weekly/monthly reports on Call Center performance.
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Works with Call Center Management to prepare for new business loads and software releases.
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Training and development of Associates, Supervisors and Trainers on applicable Workforce Management tools.
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Works closely with HR regarding timekeeping, and paid/unpaid time off.
KNOWLEDGE, SKILL AND ABILITIES:
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Works independently and adjusts to changing priorities and demands associated with a changing environment with a high level of urgency.
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Proven analytical abilities and problem solving skills
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Knowledge of forecasting techniques and statistical analysis.
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Exceptional troubleshooting abilities
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Exceptional organization and analytical skills; high level of attention to detail.
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Strong computer skills with thorough knowledge of spreadsheets and graphs using MS office products.
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Exceptional time management skills with demonstrated ability to prioritize.
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Able to work in a very fast paced environment, with the ability to reprioritize quickly, last minute and handle call center downtime in a calm, effective manner.
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3-5 years staffing experience in a high volume, multi skilled call center environment
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3-5 years TotalView and Avaya CMS experience in a high volume, multi skilled call center environment
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Kronos Timekeeping experience
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Flexibility in work schedule, including working Saturday ‘s and when needed on Holiday’s
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Exceptional time management skills, able to complete scheduling, time off requests, timekeeping and all other ad-hoc duties by a strict deadline.