Job description

RESPONSIBILITIES:

• Responsible for workload and resource planning for assigned area using forecast information.
• Responsible for accurate, systemic communication of schedule to customers including NSO Finance and the various CS Operations departments.
• Required to balance organizational objectives such as contact forecasts, service levels for live contacts, backlogs for workload items, and labor costs.
• Work with NSO Operations, NSO Finance, and NYO business partners to help generate proper budgeting, and reforecasting
• Responsible for analyzing forecast trends and recommending reforecast volumes and staffing adjustments as needed.
• Responsible for leading the team of workforce analysts to ensure a centralized and standardized process is developed and followed. Includes Kronos coding, monitoring attendance, performance reviews, disciplinary issues, coaching/counseling, safety and employee relations.
• Responsible for system administration for RingCentral Contact Center applications.
• Perform all other duties as assigned.

QUALIFICATIONS:

• Must have 2 years Scheduling experience or equivalent required.
• Must have experience with NICE/inContact WFM system.
• Must be proficient user of Microsoft Word, Excel, Access, and Powerpoint , SQL Reporting knowledge (Preferred).
• Must demonstrate a thorough understanding of how individual scheduling decisions impact performance to organization objectives.
• Must be able to apply statistical tools and identify data trends.
• Must be able to make quick, data-driven decisions.
• Must possess a proven ability to balance conflicting goals and prioritize resources.
• Must possess strong time-management skills and ability to meet deadlines.
• Must demonstrate the ability to work effectively in a fast-paced environment, both in a team and on their own.
• Must demonstrate an understanding of the impact resource allocation decisions made by a scheduler have on the company’s bottom line.
• Must demonstrate the ability to lead and implement process improvements with cross-functional teams.
• Must demonstrate excellent communication skills.

Job Type: Full-time

Pay: From $57,600.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: One location

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