Job Description

JOB SUMMARY

The Workforce Management (WFM) Scheduler 1 is responsible for real-time monitoring of the Contact Center Specialists to ensure schedule adherence. Assists staff and management with issues related to schedule adherence, work assignments, and other duties to include daily staff requirements, vacation/holiday schedules and PTO bidding for the department.

ESSENTIAL FUNCTIONS OF THE ROLE

Monitors and manages the schedule adherence and productivity of the Contact Center Specialists.

Monitors, analyzes and adjust, on a real-time basis, staffing of inbound call queues utilizing the current WFM tools. Provides optimal resource planning, scheduling and identifies new schedule methods, strategies and opportunities.

Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.

Strategically optimizes staff schedules (including breaks, training, lunch, etc.) for real-time coverage between skill levels to maximize service levels.

Monitors forecasted to actual call center metrics. Compares results to forecast and identify opportunities for improvement.

Initiates escalation plans by communicating with management in a timely manner.

Analyzes real-time call trends and escalates to the Workforce Manager at thresholds.

Monitors Key Performance Indicators, including (but not limited to): Service Level, Occupancy, Abandonment percentages, ASA and AHT.

KEY SUCCESS FACTORS

An Associate degree or equivalent experience is preferred.

Prior experience with workforce management tools, such as NICE or Verint preferred.

Builds and maintains positive and professional relationships with staff to provide feedback.

Must possess excellent verbal and written communication skills.

Proficient with Microsoft Excel, Access, Word, and PowerPoint required.

Excellent personal computer skills are required.

Location/Facility- Baylor Scott and White Call Center-Temple

For more information on the facility, please click our Locations link.

Specialty/Department/Practice- Customer Service

Shift/Schedule Monday-Friday Days Full Time

BENEFITS
Our competitive benefits package includes the following
Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%
Tuition Reimbursement
PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

EDUCATION - H.S. Diploma/GED Equivalent

EXPERIENCE - 2 Years of Experience