[Hiring] SENIOR SPECIALIST, WORKFORCE MANAGEMENT (SCHEDULER) @Qualfon

Role Description

• Main Objectives and Duties:
• Schedule Generation and Staffing Analysis:
  • Uses workforce management software and call volume history to help manage intra-day staffing levels.
  • Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups.
  • Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minimal variance in associate occupancy (workload) rate.
  • Analyzes call center staffing, metrics, and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly, and monthly level.
• Facilitates Staffing Calls:
  • Prepares intraday staffing call analysis report.
  • Proposes schedule changes to address staffing needs.
  • Addresses and provides possible solutions to any concerns and requests by Operations Partners.
  • Ensures minutes of the call are sent out to all participants.
• Schedule Management:
  • Publishes schedules from the finalized shift bids.
  • Updates all valid schedule requests.
  • Ensures all agents have correct number of hours and rest days.
  • Sends out notification to email concerns of the initial and finalized schedules.
  • Creates report/tracker of any late approved and requests for documentation.
  • Creates monthly shift bids and distributes to Operations.
  • Makes sure shift patterns are aligned with forecast/sale trends of respective accounts/clients.
• Workforce Scheduling Tool Utilization and Maintenance:
  • Ensures all schedules are run through the scheduling tool.
  • Creates intraday analysis and simulations on the schedules plotted on the tool.
  • Updates schedules to ensure proper staffing.
  • Ensures that Workforce scheduling data is aligned in published schedules on all media.
• Trend Analysis:
  • Uses workforce management software and call volume history to help manage intra-day staffing levels.
  • Recognizes/interprets trends and analyzes intraday call forecasts and communicates to management team to provide commentary to assist supervisors and managers in meeting daily/weekly goals.
  • Conducts analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer.
• Manage Agent Leaves:
  • Computes staffing percentages to identify correct VL allocation per day without compromising expected revenue numbers.
  • Coordinates and projects shrinkage expectations.
  • Identifies correct VL allocation per group.
  • Sends out list of VL approval to operations team.
• Avaya Skill Set Audit:
  • Audits skill sets for all agents that access CMS.
  • Ensures correct skill sets and priorities are assigned to all agents.
  • Makes discrepancy report on skill set.
  • Requests correction to CMS Admin.
  • Assists Real-time team on skilling concerns.
  • Maintains documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified.
  • Researches, recommends, and assists with the implementation of call center technology.

Qualifications

• Bachelor’s Degree in Business Administration, Accounting, Finance, or Math or relevant work experience (2-4 years) considered an acceptable substitute for the education requirement.
• Experience working with different Scheduling software (e.g., Verint, eWFM, IEX, Genesys).
• Other Skills and Experiences (Min):
• Documentation and Reports
• Data Collection, Integrity and Analysis
• Critical Thinking
• Workforce Management
• Problem Solving