71 applicants

Company

HomeSafe Alliance · 1 day ago

Contact Center Workforce Management, Scheduler

United States

Full-time

Remote

Mid Level

3+ years exp

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Transportation/Trucking/Railroad

No H1B

U.S. Citizen Only

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Responsibilities

Build, maintain, and publish employee schedules for the Customer Care team, consisting of inbound and outbound operations, anticipated to handle over 1.5M contacts annually, in a 24/7 omni-channel contact center environment.

Create scheduling solutions that match forecast and capacity models to optimize operational efficiency while meeting service level agreements through daily volume fluctuations and peak and non-peak volume seasons.

Communicate schedules and schedule changes clearly, accurately, and timely to employees and leadership.

Maximize schedule flexibility and options for employees to create the best Employee Experience possible while balancing customer and budget needs.

Manage scheduling of PTO, breaks, lunches, meetings, training, and other non-customer-facing activity to ensure Service Levels are met.

Manage schedule trades, swaps, slides, overtime.

Comply with applicable labor laws and regulations.

Assist with monitoring of adherence and performance real-time, identifying opportunities to employees and leaders and making proactive adjustments.

Assist call center leaders with attendance-related issues.

Seek feedback from and partner with WFM and Customer Experience teams to identify opportunities to enhance Employee and Customer Experience.

Other duties as assigned

Qualification

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Scheduling experienceWorkforce managementMicrosoft Office SuiteNICE CXOne WFM softwareMilitary experience

Required

High School diploma or GED

3 years of scheduling, analytical, workforce management, or leadership experience in a contact center environment.

Highly analytical, detail oriented, and creative with strong organizational skills.

Ability to communicate effectively with strong written, verbal, and presentation skills.

Experience with Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).

Must be a U.S. citizen due to contractual requirements.

Preferred

Bachelor's Degree or equivalent experience

Experience leveraging NICE CXOne WFM software/applications

Military experience and/or immediate family member of a military member while on active duty.

Benefits

Medical, Dental and Vision Insurance.

Paid time off (PTO) Three weeks of PTO for newly hired employees

401(k)

Health and Wellness Programs

Disability, Life and AD&D insurance

Employee Support program

Family Support: Bright Horizons, child and elder care services

Teladoc Medical Experts, second opinion program

Travel Accident & Medical

TRICARE Supplement Plan

Voluntary Benefit Plans

And more!

Company

HomeSafe Alliance

HomeSafe Alliance delivers quality global household moving services for America’s military service members, their families, and for civilians working for the U.S.

201-500 employees