With supervision, perform a variety of duties related to attendance and record keeping; monitor workforce management systems and timekeeping systems for accuracy. Schedule agents based on business needs, partner with management for schedule adjustments, accurately assess data and information to maintain schedule adherence records.
Ensure the accurate entry of exceptions within the applicable workforce planning system and provide trend assessment
Audit timecard entries for accuracy and align with exceptions captured by the workforce planning system
Partner with leadership on timekeeping issues, accommodation tracking, occurrence tracking, and time management irregularities
Effectively identify and communicate shrink trends, and may communicate a lack of alignment in scheduling or adherence procedures
Identify and resolve incoming WFM mailbox requests to effectively resolve schedule- or adherence-concerns, identify trends, and critically think through resolution for process improvement needs
Effectively allocate vacations for a workforce population and make decisions on vacation allotment needs
Create, load, and update shifts and schedules into the workforce planning system
Effectively assess and optimize schedule breaks and lunches to support business needs
Audit and escalate schedule impacts to WFM leadership and the analyst team for proper analysis
Act as the first line of support across multiple Customer Service Systems
Job Specifications
Typically has the following skills or abilities:
Two to four years of general call center experience
General knowledge of telephone, database, and intranet systems
Proficient with word processing and spreadsheet applications
Strong communication and interpersonal skills
General knowledge of workforce management principles and procedures
Efficient user of Microsoft Office Outlook, Excel, and Word
Experience working in a shared services environment
Demonstrated flexibility to work in a fast-paced environment
Strong critical thinking, problem identification, and solving skills
Working Conditions
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Compensation range for the role is listed below. Applicable salary ranges may differ across markets.Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here
Salary Ranges: $17.85 - $28.88
VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran statusWe maintain a drug-free workplace and perform pre-employment substance abuse testing.
Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.
Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.
We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities.
As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.
At VSP Vision, we activate the full power of care by consciously reinvesting in greater vision, health, and opportunities for all. Our mission is to help people see every possibility—and we do that through our strategic business pillars that work together to connect nearly 90 million patients to network doctors in a variety of settings across the globe. When you become a VSPeep, you join a group of thinkers, doers, adventurers, risk-takers, and boundary pushers who think outside the peripheral to develop products, programs, and services that help create a world where everyone can bring their best vision to life.
The VSP Values are: We care, We trust, We empower diversity, and We are one team. Join the power of our purpose and check out job opportunities with VSP and its strategic businesses, including: VSP Vision Care, Marchon Eyewear, Altair Eyewear, VSP Optics, Eyefinity EHR, VSP Retail, VSP Ventures, and Eyes of Hope (our charitable giving platform).
