Job Description

• Maintains all contact center scheduling records for daily and weekly schedules; This includes shift changes, unplanned absences, exceptions, adjustments, lunch, meetings, training and new hire schedules received through WDE.
• Forecasts call/processing task arrival and builds staffing and scheduling plans to meet business goals and objectives for catastrophes (CAT), holidays and other special events.
• Manages workflow automation software and ensures system is at full potential. Using data from management and scheduling software, prepares forecasts of contact center staffing on a daily, weekly, monthly and priority basis.
• Work and process tickets following SOP.
• Works with contact center management, team leaders, functional managers and others to schedule training, reschedule staff or reroute calls/processing tasks to match customer call volumes.
• Builds and maintains agent skilling in Genesys and IEX/Verint. Audits skilling in accordance with internal audit guidelines.
• Analyzes individual skill staffing, in complex, multi-skill environments, ensuring sufficient coverage is in place to meet all service delivery goals. Works with training team to organize any training needed to maintain sufficient skill staffing.

• Attends training given by software vendor, learning how to use all modules. Trains others on contact/processing management software.
• Meets with all levels of management to discuss most efficient ways to use staff resources. Alerts management to problems handling customer volumes; presents possible solutions.
• Makes recommendations for cross-training and overtime needs.
• Builds and updates management system rules ensuring proper recruitment of extra hours/time off and management of off phone activities.
• Recommends/facilitates all agent bidding (schedule/vacation).
• Provides new hire shift recommendations.
• May perform other responsibilities as assigned
• analyze contact center volume and workforce staffing, and recommend solutions to workflow problems. Ability to learn/work in several Contact center management, data gathering and data analytics systems.
• Maintains confidentiality relative to the organizational strategies, objectives and practices

• Candidate must possess at least a Bachelor’s/College Degree
• 2+ year of hands-on experience in WFM in a call center inbound voice process
• 1+ year of Scheduling experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, Genesys Cloud, or IEX
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details is a must in this role
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems

Flexible and willing to work in shift schedules