Job Summary:

The Workforce Management Scheduler is a member of the Workforce Management team and supports the Scheduling Center, Field Support and Patient Satisfaction. The Workforce Scheduler is responsible for monitoring and responding to Real-Time Adherence (RTA), queue activity and contact center service levels. The Workforce Scheduler is also responsible for scheduling off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service level goals and other business needs are consistently met.

Job Duties and Responsibilities:

• With minimal supervision and independent judgment and discretion, this position monitors the daily volume from multiple channels including inbound calls, outbound calls, chat, and email
• Responds to Real-Time Adherence (RTA) by monitoring agent statuses, schedule adherence, queue activity, and service levels
• Schedule off phone activities such as meetings, trainings, coaching, and agent time off based on analysis of intraday performance to ensure service levels goals and other business needs are met
• Update WFM software and various other applications/tools with agent add, changes and deletions
• Establish and maintain communications channels regarding events that impact contact center performance and workload
• Communicate necessary adjustments to staffing based on events throughout the day
• Analyze schedules and performance productivity reports to recommend training, time off, and overtime
• Collaborate with internal customers, other teams, departments, and contact center staff to identify opportunities for improvement of resource utilization and to achieve service goals
• Maintains agent skills in Avaya CMS and adjust as needed or required
• Create and update documentation and training guides for the WFM team as it pertains to policies and procedures
• Provides daily agent reporting for Scheduling Center, Field Support, and Patient Satisfaction
• Assists with any additional ad hoc requests for Scheduling Center, Field Support, and Patient Satisfaction
• Assists Leadership and WFM staff in a broad range of assignments and projects
• Generate and implement ideas for process and service improvements

Preferred Qualifications:

• College Degree
• 1+ years’ workforce management or contact center operations experience
• Experience with workforce management software solutions such as Pipkins, NICE, Verint, Calabrio, Alvaria, Avaya CMS Supervisor etc.
• Experience with MS Excel and other MS based software (Word, PowerPoint, et.)

Minimum Qualifications:

• High School Diploma or equivalent
• 3+ years contact center experience
• Demonstrates reliability and strong customer service skills
• Strong attention to detail and follow-through
• Works well with minimal supervision and with some latitude for self-directed action
• Team player, works well with remote teammates and remote supervision