CW Workforce Management Scheduling Specialist

Location: Cedar Rapids, Iowa
Posted On: 9/13/2017
Job Code: 546780_CW Workforce
Job Description
Position: Workforce Management Scheduling Specialist
Location: Cedar Rapids, IA 52233
Duration: 6 -12+ months of contract (with possibilities of extension or conversion to full time position depending on performance and business needs)

Position Summary:
• Assists in effectively administering the daily workflow of all 3 Customer Service Centers (AZ, IA, & MD) to achieve service level and processing objectives, while supporting high-quality customer contacts and related work processing tasks.

Carryover (15%):
• Balance workload to ensure the timely completion of assigned WFM responsibilities.
• This includes but is not limited to time off requests, adherence overrides, schedule trades and other processing tasks.

Processing Quality (30%):
• Update all relevant systems to accurately complete the processing of time off requests, adherence overrides, LOA notices, schedule trades and other misc. tasks.

Customer Satisfaction Survey Results (30%):
• Cultivate and preserve professional relationships with WFM customers

Auxiliary Assignments (25%):
• Effectively complete additional tasks, responsibilities and/or special projects assigned on a permanent, semi-permanent or as needed basis.

Responsibilities include:
• Processing time-off requests
• Processing On Trak requests
• Processing Unplanned Absence Tracking forms
• Processing adherence override forms
• Scheduling events such as meetings, training, and other off phone situations
• Responding to emails in a shared WFM mailbox (will be assigned one of the 3 sites)
• Interacting with associates, team leaders and managers
• Updating of schedules in workforce optimization software for non-phone based groups
• Managing call-outs (taking calls, inputting information in the system and tracker)
Category:IT  code:new
Job Requirements
• Call center management software experience strongly preferred (NICE IEX system)
• Working knowledge of Office applications (Word, Excel, etc.)
• Strong written and verbal communication skills
• Strong organizational skills and attention to detail
• Minimum 2 years of experience in a customer service/volume call center environment
• Previous experience in workforce management/command center preferred, but not required
• Strong analytical skills
• Self-starter and independent
• Team-oriented and results driven
• BA/BS degree in Business OR equivalent work experience preferred

Not Ready to Apply?
Contact Details
Shienna Bicera