Workforce Scheduler
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Overview
The Workforce Scheduler 1 is responsible for intraday scheduling and adjustments for the omnichannel multi-site operations within Technical Support. The role closely monitors real-time activity and takes action to ensure achievement of departmental goals for Utilization Shrink Service Level and Schedule Adherence. Working closely with our Workforce Analyst Technical Support and Operations leadership and peers the position is also responsible for contributions to reporting metrics like overtime unplanned and planned time off (UTO and PTO respectively) on-call hours lunch and break adherence etc. for all regions. The Scheduler must have in-depth knowledge and a thorough understanding of the relationship between adherence staffing call arrival patterns and volumes.
Responsibilities
- Assistwith the management ofUTO and PTO requestsand processing using multiple systems for all regions
- Assistinreal-time monitoring andmanaging the intraday schedulesadherence and agent workloads based on volumearrivalpatterns meetings andother off-queue requirements
- Provide Technical Support leadershipobjectivedata around individual and team adherence and attendance concernsto maximize productivity and contact center performance
- Process both short-term and long-term schedule change requests
- Contribute todatafor daily/weekly/monthlyWorkforce Management (WFM) reports
- Provide observational insight and recommendations for temporaryandpermanent scheduleoptimizations
- Perform other duties and assignments as directed
Basic Qualifications
- Bachelors degree or equivalent experience
- 2 years ofWFMexperience in a Technical Support environment or the equivalent
- Experiencewith aWFMsoftware suite(s)is a plus
- Microsoft Windows and Office proficient
- Oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
- Organizational multi-tasking and time management skills
- Understanding ofContactCenter Operationsand knowledge of support fundamentals
- Close attention to detail ensuring data and reporting areaccurate
- Proficiencywith Excelwithanabilityanalyzelabor data call volumes and to create reports and charts
- Understanding of Real-Time Adherence and how it relates to Service Level goals
- Interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department
- Data gathering interviewing and analytical/problem solving skills
- Critical thinking and problem solving skills
- Able to summarize large quantities of information into actionable insight
- Self-motivated with the ability to complete projects in a timely manner
- Able to thrive in a fast paced deadline driven environment
- Attention to detail
- Ability to adapt and learn new software programs processes policies and skills quickly
- Ability to develop and use engaging informative and compelling presentation methodologies
- Ability to handle sensitive information with discretion and tact
- Ability to establish rapport and gain the trust of others; effective at gaining consensus
- Ability to work independently and in a team environment
- Knowledge of systems administration
What you can expect next
- Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!
- Interview Process:
- Recruiter Screen (30 minutes)
- Team/Technical Interview (60 minutes)
- Offer!
Benefits & Contract Type
Your recruiter will share more details throughout the process - feel free to ask about our Benefit packages!
Hyland Brasil - CLT - Indefinite-term contract
Welcome to#HylandLife
Since 1991 it has been Hylands mission to help our employees customers and partners exceed their potential with our industry-leadingcontent services platform. Our employees exude a contagious energy and are passionate about what they do whether its helping customers succeed raising up their fellow Hylanders or engaging in the communities where they live and work.
The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive inclusive workplace is imperative to sustainable success.
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Alfresco is an open, modern and secure system that intelligently activates process and content to accelerate the flow of business.
