SCHEDULE ANALYST

RESPONSIBILITIES:

Monitors ?sign-on? and Call Center service levels.  Checks that scheduled hours and breaks are met and alerts supervisors to changing phone coverage.  Assists Call Center Managers and Supervisors by maintaining accurate documentation on schedules and adherence.  Forecasts and schedules weekly staffing and intraday activities to meet service levels for the Call Centers.  Provides input on call routing and staffing policies.  Handles same day and future exceptions.  Fields telephone calls, answers staffing-related questions for employees. Coordinates schedule or exception resolution with Supervisor. Maintains employer data base for ads, moves and changes to IEX  system.

 

REQUIRED QUALIFICATIONS:

Ability to communicate verbally and in written form.  Ability to prioritize and balance simultaneous work projects.  Must be able to access resource and time requirements for completing tasks.  Familiarity with telephone systems installed in Call Center and some understanding of telephone handling and caller contact skills.  Computer skills and knowledge of PC software applications used for word-processing and spreadsheets (e.g., Microsoft Word and Excel).  Ability to work independently and as part of a team and accommodate simultaneous, diverse tasks in a demanding environment.  Ability to quickly grasp a thorough knowledge of policies, procedures and service goals.  Must have command of the English language and must be able to express oneself effectively verbally, in writing, in person, and over the telephone.  Must display interpersonal skills and ability to interact with members, employees and others in a professional and tactful manner.  Possesses a neat, punctual, alert, and accurate work ethic.

 

High school diploma required.

 

PREFERRED QUALIFICATIONS:

Previous experience doing workforce management and scheduling in a Call Center environment (1-2 years preferred) and experience with IEX software preferred.