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Workforce Scheduler in Kissimmee, FL at Vaco

Date Posted: 5/14/2018

Job Snapshot

Job Description

POSITION DESCRIPTION:
This position is responsible for creating, editing, and modifying schedules for the owner support department. Using current software or other approve means to publish and maintain accurate resources for the owner support employees and usable reporting for the leadership staff. Communicates with supervisor and department leader's areas of deficiencies in scheduling and plans to mitigate risks that may impact business objectives and financial goals. Keep abreast of cyclical shifts in owner support business as proactively schedules staff accordingly. This employee must have working knowledge of workforce management.

ESSENTIAL DUTIES AND TASKS:
1. Effectively uses workforce management software to publish daily, weekly, and/or monthly schedules. 20%

2. Develops staffing plan based on call volume forecast, coverage hours, shrinkage, etc. Understands call center metrics and applies good judgment when making decisions as it pertains to workforce management. 20%

3. Maintains PTO calendars and manages requests to budgeted time based on business needs. 20%

4. Maintains excellent record keeping of agent tenure for shift bid and other purposes. Provides accurate reporting, proactively analyzes call/tasks trends and patterns to predict future workload and change patterns. 20%

5. Understands call center metrics and applies good judgment when making decisions as it pertains to workforce management. Provides feedback on observations of workforce deficiencies/overages to immediate supervisor to make informed decisions. 20%

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.