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Workforce Management Scheduler -REMOTE

Company: Kavaliro
Location: Charlotte
Posted on: November 22, 2020

Job Description:

Job_Description Kavaliro is seeking a Workforce Management Scheduler for a major client out of Charlotte, NC. This position can be remote. Description Provides support to overall workforce schedule development, implements schedules and ensures staffing levels coincide with call center call arrival expectations. Additionally, the WFM Analyst will generate reporting, analyze call trends and make staffing adjustment recommendations to management. Creates/facilitates shift bids and vacation bids Scheduling * Work with the Call Center Managers to accurately analyze historical call volume, AHT and shrinkage to assist with new hire head count projections. * Analyze and interpret past and current call volume data to determine staffing needs and create accurate schedules. * Adjust schedules to accommodate call volume fluctuations and changing business needs. * Works with many areas of call center operations to plan and schedule training and other offline activities. This is done in an effort to maximize utilization of call center resources and minimize impacts to customers. * Responsible for maintaining and configuring the WFM software. This includes all assumptions used to develop schedules and views used for short term and intraday planning. * Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend and initiate process improvements. Develop and provide weekly reports * Leads short-term planning & schedule management to ensure optimal utilization of call center resources including vacation slot management, shift coverage/swaps, optimization of breaks, lunches, training and off- line time. Long Term Planning: * Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend and initiate process improvements. * Facilitation of meetings with WFM/HR/Call Center Management to establish hiring plans based on long term forecasting including creation of hiring plan that accommodates call center attrition, hiring and training timelines. * Recognizes/Interprets trends and recommends operational improvements as necessary to management on long term changes * Develop and provide weekly reports that provide insight into the trends (week at a glance). Analyze data and make recommendations on possible short term solutions to minimize customer impacts. Required Qualifications: * 4 year degree or commensurate experience in lieu of degree * 5-10 years experience * 1 year Contact/Customer Service Center Experience * Ability to interpret data, identify trends, and produces solutions to complex problems * Ability to manage multiple projects simultaneously * Ability to communicate with all levels of management Preferred Qualifications * 1-3 years of related work experience in call center workforce operations * Knowledge of Call Center Operations * Proficient with Aspect 7.3 and Avaya * Previous call center experience or exposure to customer service telecom related environment * Strong analytical and problem solving skills * Working knowledge of Microsoft Office products (Word, Power Point, Excel) * Demonstrated ability to speak and write in a clear, concise and effective manner * Demonstrated time management and organization skills * Demonstrated conflict management skills * Effective interpersonal and human relation skills * Ability to work with minimal supervision and direction * Diversity Focus * Safety Focus Show moreShow less

Keywords: Kavaliro, Charlotte , Workforce Management Scheduler -REMOTE, Executive , Charlotte, North Carolina

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