Site Scheduler (5)

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The Site Scheduler within our phone centers plays a critical role in the day to day tactical performance of the site console. In this role, they will have a wide range of responsibilities, which include scheduling, reporting, troubleshooting, and communicating with many levels of management.  The analyst is a key contributor of the weekly staffing strategies to efficiently staff the practices against the National Console requirements.  The Analyst will work with the Operations Management team to provide day to day monitoring focusing on staffing effectiveness, call routing issues (both rep assisted and automated), workstation systems issues and electronic channels.  The Site Scheduler will leverage skills which will enable them to provide accurate real-time information and historical analysis to the site.  The Site Scheduler will monitor site staffing requirements across all site practices to assist Customer Support Services in meeting the desired customer service level goals.  Additionally, the Site Scheduler shares in the responsibility of maintaining console specific systems and databases.  The Site Scheduler needs to approach their responsibilities proactively, not reactively.  The Analyst should be able to work independently, as well as in a team environment.  In this role the analyst will serve as a point of contact for any call center issues, troubleshoot where possible, and as business needs dictate, escalate as appropriate.  In the absence of the Operations Manager, the Site Scheduler will be needed to represent the Console Management team.

 

Resource Allocation

 

Relationship Management

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Trouble Shooting

 

Escalate/report to National console including: System impacted, Segment, Number of impacted associates

 

Communication

 

Management Support

 

Reporting

 

Database Management

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The Site Scheduler will work with the site adjusters to get accurate headcounts related to staffing requirements.  The Site Scheduler will need to document, report and communicate with site management to fill any necessary staffing requirements.  Additionally the Site Scheduler will follow up and escalate staffing shortages



Skills/Knowledge

? Strong knowledge of call center operations and call center technology.

? Sound business judgement.

? Excellent analytical skills with problem analysis techniques.

? Strong leadership and project management skills.

? Demonstrated organizational skills.

? Ability to balance and prioritize simultaneous projects and tasks while maintaining the appropriate attention to detail.

? Microsoft Office; Word, Excel, Access, PowerPoint, Project.

? Excellent oral/written communication skills, including presentation and meeting facilitation skills

? Strong interpersonal skills with demonstrated ability to interface effectively with a variety of functional organizations at multiple levels. 

? Effective influencing, conflict resolution and change management skills

? Preferred technical skills include: database design, SQL Programming

? Knowledge of business unit’s missions, goals, products and services

? Ability to think both tactically and strategically

? Ability to work both independently and within a team environment