Job Summary
Responsible for creating cost efficient schedules that support forecasted call, KANA email, TTY, language line volumes and other contact center activities in a multi skill, multi site contact center and adhere to region-specific union work rules and labor laws. Maintains CSR skill inventory in workforce management system. Schedules meetings and training as directed.
Essentials
1. Responsible for creating cost efficient schedules that support forecasted volumes in a multi skill, multi site contact center and adhere to region-specific union work rules and labor laws. Creates and makes recommendations to workforce management team on long and short term staffing needs to achieve maximum efficiency of productivity, recommends operational improvements and develops shift bids.
2. Coordinates and schedules off phone activities to meet compliance requirements, business objectives, and ensuring performance standards are achieved. Schedules and tracks completion of team meetings, trainings, team huddles, coaching sessions, side by sides and other offline work.
3. Ensures adequate staff scheduled by skill to achieve service level goals. Identifies problems/issues with schedules or statistical adherence data; proposes and discusses solutions with appropriate parties. Determines need for automated data analysis to assess current systems/procedures and develops new tools for data collection.
4. Maintain knowledge of union contracts and labor laws and responsible for vacation bid process and ensuring it is completed within contractual guidelines.
5. Maintains CSR skill inventory in workforce management system for skill based routing and scheduling purposes. Provides training to customer service representatives and management on WFM software and statistical data.
Qualifications:
Basic Qualifications:
- Typically requires a minimum of three (3) years of call center/health plan experience.
- High school diploma or related call center experience.
- AA/AS degree in related field or equivalent combination of education/work experience.
- Has substantial understanding of the job, and applies knowledge and skills to complete a wide range of tasks.
- Full use of application of standard principles, theories, and techniques.
- Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.