[Hiring] Associate Workforce Scheduler @Hyland

Role Description

The Workforce Scheduler 1 is responsible for intraday scheduling and adjustments for the omnichannel multi-site operations within Technical Support. The role closely monitors real-time activity and takes action to ensure achievement of departmental goals for Utilization, Shrink, Service Level, and Schedule Adherence. Working closely with our Workforce Analyst, Technical Support, and Operations leadership and peers, the position is also responsible for contributions to reporting metrics like overtime, unplanned and planned time off (UTO and PTO respectively), on-call hours, lunch and break adherence, etc. for all regions. The Scheduler must have in-depth knowledge and a thorough understanding of the relationship between adherence, staffing, call arrival patterns, and volumes.

Responsibilities

• Assist with the management of UTO and PTO requests and processing using multiple systems for all regions.
• Assist in real-time monitoring and managing the intraday schedules adherence and agent workloads based on volume arrival patterns, meetings, and other off-queue requirements.
• Provide Technical Support leadership objective data around individual and team adherence and attendance concerns to maximize productivity and contact center performance.
• Process both short-term and long-term schedule change requests.
• Contribute to data for daily/weekly/monthly Workforce Management (WFM) reports.
• Provide observational insight and recommendations for temporary and permanent schedule optimizations.
• Perform other duties and assignments as directed.

Qualifications

• Bachelor's degree or equivalent experience.
• 2+ years of WFM experience in a Technical Support environment or the equivalent.
• Experience with a WFM software suite(s) is a plus.
• Microsoft Windows and Office proficient.
• Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact.
• Organizational multi-tasking and time management skills.
• Understanding of Contact Center Operations and knowledge of support fundamentals.
• Close attention to detail ensuring data and reporting are accurate.
• Proficiency with Excel with an ability to analyze labor data, call volumes, and to create reports and charts.
• Understanding of Real-Time Adherence and how it relates to Service Level goals.
• Interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of the department.
• Data gathering, interviewing, and analytical/problem solving skills.
• Critical thinking and problem solving skills.
• Able to summarize large quantities of information into actionable insight.
• Self-motivated with the ability to complete projects in a timely manner.
• Able to thrive in a fast-paced, deadline-driven environment.
• Attention to detail.
• Ability to adapt and learn new software programs, processes, policies, and skills quickly.
• Ability to develop and use engaging, informative, and compelling presentation methodologies.
• Ability to handle sensitive information with discretion and tact.
• Ability to establish rapport and gain the trust of others; effective at gaining consensus.
• Ability to work independently and in a team environment.
• Knowledge of systems administration.

Benefits

• Your recruiter will share more details throughout the process - feel free to ask about our Benefit packages!
• Hyland Brasil - CLT - Indefinite-term contract.

Company Description

Since 1991, it has been Hyland’s mission to help our employees, customers, and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it’s helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs, and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.