Workforce Scheduler

The Y in Central Maryland•Towson, MD

7d•$18 - $20

About The Position

The Workforce Scheduler manages internal customer calls and requests and uses a scheduling system to investigate, resolve, and document workforce needs within Y Family Center departments and locations. The position supports Associates with requests related to leave and time off, schedule changes, additional shifts, attendance policies, and use of the internal workforce management system. The Workforce Scheduler also reviews data for continuous quality improvement, collaborates with the scheduling team to improve Associate experience and Family Center operations, and supports Y Family Center operations as needed. All Y associates are expected to abide by the Code of Conduct with Youth. The code establishes expectations for a safe, respectful environment, prohibits abuse, bullying, and harassment, and requires reporting suspected mistreatment. Associates must complete child abuse prevention training and comply with legal reporting requirements.

Requirements

High school diploma or equivalent.
Experience working in a call center or customer support role.
Experience making data-informed decisions.
Strong active listening and verbal communication skills.
Proficiency in problem solving.
Ability to multitask and manage time effectively.
Agreement to abide by the Code of Conduct with Youth and comply with applicable reporting requirements.

Responsibilities

Take and process Associate calls and provide accurate, satisfactory answers to requests for leave and/or time off.
Inform Associates about schedule changes, opportunities for additional shifts, attendance policies, and related matters.
Guide Associates through troubleshooting and navigating the internal workforce management system.
Review data to assist with continuous quality improvement.
Collaborate with the scheduling team to improve Associate experience and Family Center operations.
Support Y Family Center operations as needed.
Perform other duties as assigned.
Follow the Code of Conduct with Youth, complete child abuse prevention training, and report suspected mistreatment as required.