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Customer Service Call Center Planner and Scheduler - City

City of Oklahoma City•Oklahoma City, OK
•Onsite
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About The Position

This position is responsible for workforce management in a call center, forecasting call volumes, creating schedules, monitoring real-time performance and analyzing data to balance service levels and agent productivity. This position is located in the Customer Service Division of the Utilities Department with the City of Oklahoma City and is under the direction of an immediate supervisor. The Customer Service Call Center Planner and Scheduler is a full proficiency, para-professional classification responsible for ensuring the efficient use of resources and preparing plans and production schedules to coordinate operational and maintenance activities. Essential job functions include: creating routine to complex work schedules to determine scheduling sequence and lead time of each project or operation activity to meet forecasted master schedule; analyzing call volume and data; and performing mathematical calculations to schedule personnel and equipment requirements for prompt call pick-up, correct account information, accurate billing, and satisfactory issue resolution. The employee plans and schedules workflow for each resource and/or operation according to previously established sequences and lead times, and other operations for guidance of personnel. The Customer Service Call Center Planner and Scheduler confers with department supervisors and management to determine status of projects and facilitate project completion according to schedule, expedites operations activities that delay schedules, alters schedules to meet unforeseen conditions and prepares production reports. The employee may provide functional supervision to nontechnical staff, with work products subject to review by a division manager or an immediate supervisor.

Requirements

  • Knowledge of workforce management
  • Knowledge of and proficient with Microsoft Office products (Excel, Project, Words, etc.)
  • Skill in analyzing data
  • Skill establishing timelines, coordinating activities, and working projects through to completion
  • Skill in devising solutions to planning problems
  • Skill in retaining and recalling information
  • Skill in conveying technical information verbally and in writing
  • Skill in relating to others with tact and diplomacy
  • Skill in establishing goals and objectives
  • Ability to create and communicate assignment sheets
  • Ability to follow direction
  • Ability to work together with department and city staff and/or contract representatives
  • Ability to communicate ideas, instructions, questions, problems, and solutions
  • Ability to work independently
  • Willingness to assume responsibility for decisions made and work performed

Nice To Haves

  • Skill in clearly explaining complex or technical information in verbal and written formats
  • Experience in providing professional, timely communication of updates, changes, and time-critical information to stakeholders
  • Experience analyzing data and metrics to identify trends, resolve issues, and support informed decision-making
  • Skill in exercising judgment in a variety of work situations

Responsibilities

  • Workforce management in a call center
  • Forecasting call volumes
  • Creating schedules
  • Monitoring real-time performance
  • Analyzing data to balance service levels and agent productivity
  • Ensuring the efficient use of resources
  • Preparing plans and production schedules to coordinate operational and maintenance activities
  • Creating routine to complex work schedules to determine scheduling sequence and lead time of each project or operation activity to meet forecasted master schedule
  • Analyzing call volume and data
  • Performing mathematical calculations to schedule personnel and equipment requirements for prompt call pick-up, correct account information, accurate billing, and satisfactory issue resolution
  • Planning and scheduling workflow for each resource and/or operation according to previously established sequences and lead times, and other operations for guidance of personnel
  • Conferring with department supervisors and management to determine status of projects and facilitate project completion according to schedule
  • Expediting operations activities that delay schedules
  • Altering schedules to meet unforeseen conditions
  • Preparing production reports
  • Providing functional supervision to nontechnical staff

Benefits

  • Competitive pay
  • An average of $22,000 annually contributed toward your benefits and retirement
  • A comprehensive package designed to support your health and wellness, financial security, work-life balance, and personal and professional growth and development
  • Total Rewards package (full-time employees) reflects our deep investment in our employees’ health, growth, and future, with an average of $22,000 per employee annually in benefits and retirement.

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What This Job Offers

Job Type

Full-time

Career Level

Mid Level

Education Level

No Education Listed

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Based on current job postings on Teal, the average Scheduler salary in the US is approximately $73,000 per year, with a typical range of $35,000 to $148,000.

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