| Job Title: |
Workforce Scheduling Coordinator |
| Description: |
Job Title: Workforce Scheduling Coordinator
Location: Eden Prairie, MN
Department: Customer Service
Reports to: Customer Service Manager-Workforce Management
Supervises: None
Position Overview:
Responsible for scheduling of all non-exempt phone rep shifts via scheduling software program to ensure optimal phone coverage throughout hours of operation (weekdays and weekends). This includes shift start/end intervals as well as break and lunch distribution to ensure the highest-level of call center efficiencies throughout the day (answer rate goal of 90% (current goal) or greater. Also responsible for managing Avaya CMS agent skill distribution to ensure all Customer Service skills perform at desired answer rate goal. Approves phone rep time off requests, provides assistance with some reporting needs, and facilitates new hire Kronos time card training. Offers recommendations for improvements to call center efficiencies.
Success Attributes:
* Excellent interpersonal skills and strong telephone etiquette
* Excellent time management skills, the ability to multi-task and work in a fast paced environment
* Professional, flexible and positive team player that is self-directed and self-motivated
* Ability to effectively perform role using decision-making skills and other resources
* Confidence navigating the Internet and a willingness to learn new technologies
* Strong writing, grammar, and proofreading skills
* Strong mathematical skills
* Ability to communicate and manage conflict resolution in a professional manner
* Regular attendance and the ability to work flexible hours including weekends
Essential Functions:
Principle Accountabilities & Authorities:
* Maintain scheduling inbox, reply to incoming emails regarding scheduling changes and make appropriate changes, recommendations or alternatives.
* Enter and track additional hours and overtime.
* Create and maintain 30 minute staffing intervals to assist with staff forecasting needs.
* Create and maintain Weekend Rotation Calendar.
* Track and manage shift swap activity.
* Recruit for additional help as directed.
* Maintain and track additional weekend help including recruiting incentives.
* Maintain and track attendance performance for each CSR.
* Maintain attendance database.
* Update supervisors with potential corrective action needs based on CSR attendance performance.
* Identify Holiday Pay forfeiture and communicate to supervisors for adjustment.
* Create, maintain, and delete phone login data in CMS.
* Maintain and manage headset inventory; send back defective inventory to manufacturer for repair or replacement.
* Schedule staff for training sessions and other special meetings.
* Enter approved time-off on the time-off calendar.
* Serve as backup for daily Meet & Greet publication.
* Serve as SME (Subject Matter Expert) for Impact 360, Customer Service Intranet, and Kronos.
* Conduct Kronos time card/Impact 360 scheduling training with all new hires.
* Maintain and publish Customer Service Daily Report.
* Perform daily CMS tape back-up procedure.
* Create, maintain and update appropriate forms on customer service Intranet.
* Maintain and effectively articulates a thorough knowledge and skill base for policies, procedures, and computerized information systems.
* Attendance at team meetings and ongoing training as needed.
* Supports other areas of the department and company as needed.
* Provides timely, responsive, and professional service to both internal and external customers.
* Other duties as assigned.
Travel:
No travel required
Career Path:
Customer Service Supervisor, Customer Operations Supervisor > Customer Service Manager
Qualifications:
Education:
High school diploma or GED
Experience:
* At least 2 years of call center scheduling/modeling experience
* Intermediate knowledge of customer service operations
* Intermediate to advanced computer skills
* Proficient with MS Excel, Access, workforce management software or concepts, and experience with ACD systems (Avaya CentreVu)
Physical Activity:
Finger Dexterity: Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand or arm, as in handling.
Repetitive Motions: Substantial movements (motions) of the wrist, hands, and/or fingers.
Talking: Expressing or exchanging ideas by means of the spoken work. Those activities, which demand detailed or important instructions spoken to other workers accurately, loudly or quickly.
Hearing: Perceiving the nature of sounds with no less than a 40-db loss. Ability to receive oral communication and make fine discriminations in sound.
Visual Demands:
Operators: This is a minimum standard for those whose job requires work done at close visual range. (i.e. preparing and analyzing data and figures, clerical and administrative functions, accounting, computer terminal use, extensive reading, visual inspection, operation of machines, using measurement devices, assembly or fabrication of parts.
Physical Requirements:
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Conditions:
None: Individual not substantially exposed to adverse environmental conditions - typical office or administrative work setting.
Tools/Equipment:
Headset
Calculator
Office supplies (pens, staplers, pencils, etc.)
PC equipment (monitor, keyboard, printer, etc.)
PC software
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