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Call Center Job in Scottsdale, Arizona : AZ 85256

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Call Center Workforce Scheduler

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ICE
Telecommunications
7720 North Dobson Road
Scottsdale
Arizona
85256
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Call Center Workforce Scheduler Job Description

About This Job:

The primary responsibility of the Call Center Scheduler in this position is to enhance the efficiency of the revenue-generating call center by maintaining smooth operations and support high productivity goals. In addition to being the System Administrator of the workforce management system, the senior analyst will own the call center scheduling process, including designing the forecasts, staffing groups, routing sets and IDPs, all schedule construction, shift bidding and schedule adjustments. The senior analyst in this position is responsible for maintaining an optimal schedule, intra-day performance management, re-forecasting and tracking utilizing the workforce management system, including its eWFM, Real Time Adherence and Agent Productivity modules. The person in this position will work closely with the Operations Command Center personnel to assure adequate operational coverage in order to meet the required service level goals at minimum cost. The senior scheduler will perform a variety of analytical and reporting projects to support tactical planning and operational decisions. The senior analyst may be required create performance based routing solutions to achieve given goals and set/adjust agents ACD profiles. Some reporting functions will require familiarity with Avaya’s call management system CMS. The position reports to the Manager Call Center Operations.

Candidates must be able to work from our Scottsdale, Arizona headquarters location. Relocation or remote work is not available for this position.


Responsibilities:

Scheduling

  • System Administrator Workforce Management system
  • Project management of WFM system upgrades or new installations
  • Ownership over the scheduling cycle, from construction of initial schedule bids to performing the weekly and daily schedule adjustments
  • Produce various schedule scenarios to arrive at the optimum operational coverage, lowest cost and highest quality of schedules
  • Analyze and forecast call volume, handle time, headcount, attrition, PTO, sick trends and other planning assumptions
  • Manage shift bidding, trial schedules and schedule adjustment processes
  • Analyze the time off process for the call center agents and determine PTO allotments.
  • Manage the scheduling of training sessions, meetings, coaching, cruise line visits, employee rallies, benefit meetings and other preplanned activities
  • Workforce Management System updates: historical patterns, configuring new staff groups and routing sets.
  • Assure correct team assignments in eWFM and CMS

Intra-Day Performance Management

  • Intra-day analysis of service levels and assuring consistency is achieved within each day of week
  • Analyze and assist management to proactively manage staffing levels to meet service levels and company goals in the most cost effective manner
  • Assure adequate segment entry process in eWFM so that the official schedule editor is populated with the most current schedules
  • Optimize breaks, lunches, team meetings, training and coaching sessions to enhance staffing levels
  • Provide training to other WFM team members
  • Improve the process of controlling agents projected overtime to assure no unnecessary overtime is accumulated

Reports

  • Call center productivity reporting and analysis of key agent performance metrics
  • Attendance and headcount reports
  • Schedule adherence and agent productivity reporting
  • Ad hoc reporting to support frontline management in achieving the department goals

Resource Management and Capacity Planning

  • Analyze staffing levels on a weekly basis and report to management and in the staffing meetings where/what needs to be corrected to achieve optimal schedules
  • Analyze resource utilization and recommending strategies to optimize the operational and business processes
  • New hire entry, interdepartmental transitions and deactivation process in eWFM
  • Maintain employee groups in eWFM




Scottsdale Call Center Job

Call Center Workforce Scheduler Job Requirements

Qualifications:

  • Minimum of 5 years of experience in call center scheduling and workforce optimization experience using a call center workforce management system (eWFM preferred but not required).
  • Understanding the sales call center dynamics as related to scheduling and service levels
  • Ability to logically structure analytical framework to solve practical problems or design new processes
  • Exposure to sales environment in a call center with aggressive service level goals
  • Familiarity with telephony systems and call center technology and vocabulary
  • Excellent understanding of manpower planning and scheduling concepts
  • Experience working with large data sets, familiarity with forecasting software.
  • Logical and proactive approach to problem solving
  • Ability to meet multiple deadlines while providing a high quality product
  • Advanced user proficiency with MS Office applications (Excel, Access, Power Point, Word)
  • Ability to evaluate and re-design business processes in the call center
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