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Openings >> WFM - Scheduler
WFM - Scheduler
Title:WFM - Scheduler
Locations:All sites


POST DATE: 2/15/2019 END DATE:

POSITION: Workforce Management/Scheduler


DEPARTMENT: Workforce Management


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

  • Excellent Attendance

  • 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

Important Facts:

  • 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.


This opening is closed and is no longer accepting applications
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