Scheduling Specialist

About the Job

We re looking for a Scheduling Specialist to work in partnership with both our Operations and Workforce Management Team to align the accuracy of original schedules to forecasted work volume. Reporting to the Manager of Resource Planning, this role will also be responsible for ongoing analysis and continuous improvement.

As Scheduling Specialist, You Will

• Assist with schedule and tracker management to ensure that all schedules are generated properly
• Identify customer contact trends to ensure appropriate resources are utilized
• Manage schedule information for new and existing employees in multiple locations using a workforce software program
• Ensure employee information is accurately entered and maintained on an ongoing basis
• Ensure trackers related to headcount, absenteeism, etc are constantly reviewed and updated
• Update parameters within the Workforce Management System to ensure efficient scheduling of resources to meet service level and productivity goals
• Work closely with the Operations Team to ensure availabilities are conducive to the business needs

As Scheduling Specialist, You Have

Skills Required

Workforce Management, Excel, contact center operations