POSITION: Workforce Management/Scheduler
DEPARTMENT: Workforce Management
SALARY GRADE: 7
REPORTS TO: Workforce Management/Scheduler Supervisor
Job Description: Why you and why us?
How would you like working in a department that interacts with the entire WSI Care Center operation? Do you possess strong multitasking and problem-solving skills? Do you like to help train and mentor? Then the Workforce Management Team could be the place for you! We are looking for associates who are detail-oriented, work well independently, are eager to participate in team discussions and possess strong organizational and time management skills.
Job Duties: Your day to day
- Solve the problem efficiently: Quick with quality
- Make it personal: Take ownership
- Inspire customer loyalty: Give them a reason to come back
- Listen Carefully: Be attentive
- Empathize and show effort: Because we care
Perform basic workforce management tasks: forecasting calls, scheduling staff and tracking call center performance; maintain various operations databases.
Essential Functions: The nuts and bolts
Provides schedules that effectively deliver optimal staffing levels that consistently achieve service level commitments
Schedules training, meetings and approves time off without impacting SLAs
Compare projected interval staffing levels to scheduled staff and identifies/communicates gaps
Proactively identify contingency plans and OT requirements
Analyze attrition rates, absenteeism, average handling time, schedule adherence, and other trends likely to affect staffing levels
Analyze and process schedule change requests for approvals and declines based on business need
Qualifications: What you need to apply
High School Diploma or GED
1-2 years Call Center experience
Previous Workforce Management or Command Center experience preferred
Must be proficient in MS Excel, and have a solid background in all MS Office products
Excellent written and verbal communication skills
Possess exceptional problem-solving skills / analytical mindset
Ability to self-prioritize and take responsibility for team oriented workload
Ability to work in fast paced, dynamic environment
- This is a Casual non-benefited, non-exempt level position.
- Casual employees can be scheduled 0-29 hours per week as needed.
TO APPLY: Interested candidates should complete the application through the internal job board. It is a requirement that any associate applying for this position be meeting or exceeding all essential functions, and may not have received any level of progressive counseling greater than a verbal warning within the past six months. Applicants must have the minimum required work experience for the position, as stated in the job posting.
APPLICANTS MUST MEET ALL ESSENTIAL FUNCTIONS