Call Center Scheduler - Evansville, IN
About The Position
Our Workforce Management Specialists (aka Call Center Schedulers) play a critical role in the scheduling and daily planning of our call center associates within Metronet’s Tech Support, Customer Care, and Sales Support teams to ensure that service levels can be met daily. A huge part of this role is scheduling breaks/lunches, monitoring hold times, attendance tracking, and running daily service reports. This is a role that requires someone with strong organizational skills, scheduling experience and understanding how to staff for peak times with strong written and verbal communication skills.
Requirements
- Must be legally authorized to work in the U.S.
- Must be proficient in MS Excel, and have a solid background in all MS Office products
- Proven communication across all levels including front-line associates, management, peers, and senior management
- Flexibility – adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and easily adapting to changes with minimal notice
- Must be able to work weekends, evenings as required
- Excellent written, verbal, and interpersonal skills
- Strong organizational skills and follow-through
Nice To Haves
- Bachelor’s degree preferred, or equivalent work experience
- Minimum of 3 years inbound call center experience preferred but not required.
Responsibilities
- Tactical schedule management to maximize staffing resources and achieve service level objectives and limit staffing expenses
- Intraday management and response plan implementation to ensure schedule adherence, respond to unplanned call, staffing, and handle time variances
- Daily schedule and activity maintenance within WFM scheduling tools
- Provide trend analysis and feedback to Operations Leadership to improve call, handle time, and shrinkage forecasts
- Assist with daily, weekly, monthly, and ad-hoc reporting for management team, business partners, and key stakeholders
- Communicate daily with multiple lines of business to ensure active involvement in scheduling, tactical planning, and analysis
- Other job-related duties as requested
Benefits
- 80% of medical premiums paid by the company
- company-paid disability and life insurance
- a 401(k)-company match
- discounted services within our coverage areas
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
