POSITION: Workforce Management/Scheduler

LOCATION: All-Sites

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

• 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.

APPLICANTS MUST MEET ALL ESSENTIAL FUNCTIONS