Workforce Planning & Attendance Coordinator
About The Position
With supervision, perform a variety of duties related to attendance and record keeping; monitor workforce management systems and timekeeping systems for accuracy. Schedule agents based on business needs, partner with management for schedule adjustments, accurately assess data and information to maintain schedule adherence records. Ensure the accurate entry of exceptions within the applicable workforce planning system and provide trend assessment Audit timecard entries for accuracy and align with exceptions captured by the workforce planning system Partner with leadership on timekeeping issues, accommodation tracking, occurrence tracking, and time management irregularities Effectively identify and communicate shrink trends, and may communicate a lack of alignment in scheduling or adherence procedures Identify and resolve incoming WFM mailbox requests to effectively resolve schedule- or adherence-concerns, identify trends, and critically think through resolution for process improvement needs Effectively allocate vacations for a workforce population and make decisions on vacation allotment needs Create, load, and update shifts and schedules into the workforce planning system Effectively assess and optimize schedule breaks and lunches to support business needs Audit and escalate schedule impacts to WFM leadership and the analyst team for proper analysis Act as the first line of support across multiple Customer Service Systems
Requirements
- Two to four years of general call center experience
- General knowledge of telephone, database, and intranet systems
- Proficient with word processing and spreadsheet applications
- Strong communication and interpersonal skills
- General knowledge of workforce management principles and procedures
- Efficient user of Microsoft Office Outlook, Excel, and Word
- Experience working in a shared services environment
- Demonstrated flexibility to work in a fast-paced environment
- Strong critical thinking, problem identification, and solving skills
Responsibilities
- Monitor workforce management systems and timekeeping systems for accuracy.
- Schedule agents based on business needs.
- Partner with management for schedule adjustments.
- Accurately assess data and information to maintain schedule adherence records.
- Ensure the accurate entry of exceptions within the applicable workforce planning system and provide trend assessment.
- Audit timecard entries for accuracy and align with exceptions captured by the workforce planning system.
- Partner with leadership on timekeeping issues, accommodation tracking, occurrence tracking, and time management irregularities.
- Effectively identify and communicate shrink trends, and may communicate a lack of alignment in scheduling or adherence procedures.
- Identify and resolve incoming WFM mailbox requests to effectively resolve schedule- or adherence-concerns, identify trends, and critically think through resolution for process improvement needs.
- Effectively allocate vacations for a workforce population and make decisions on vacation allotment needs.
- Create, load, and update shifts and schedules into the workforce planning system.
- Effectively assess and optimize schedule breaks and lunches to support business needs.
- Audit and escalate schedule impacts to WFM leadership and the analyst team for proper analysis.
- Act as the first line of support across multiple Customer Service Systems.
Benefits
- Eligible bonuses and commissions
- VSP Vision benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
