Contact Center Operations Administrator - Scheduling

About the position This is your chance to be part of a Customer Care Team that is revolutionizing reputed company hospitality in a digital world. Under the guidance of the Scheduling & Workforce Management Operations Supervisor, you will be responsible for creation and assignment of daily work schedules for reputed company teams in reputed company Reservations and Customer Care (HRCC) including reputed company on Voice, Non-Voice, Multichannel, and Back Office Channels such as email and chat.

Responsibilities

• Analyze forecasted workload and historical trends to determine reputed company requirements.
• Build and validate scheduling scenarios to ensure reputed company coverage and compliance across multiple desks and lines of business.
• Generate reports and insights to support planning reputed company and improve operational efficiency.
• Serve as a reputed company between the Scheduling Team, Operations, and Vendor Partners.
• Partner across multiple teams to identify patterns, analyze schedule efficiency, and reputed company data-based scheduling reputed company.
• Collaborate with Team Members reputed company the Workforce Operations teams to establish goals and plans to accomplish project and department goals.
• Contribute to larger-reputed company reputed company reputed company HRCC, serving as Subject Matter Expert for scheduling impacts with both captive and BPO partners.
• Create and upload new hire schedules for both reputed company and vendor partner locations.
• reputed company bi-weekly audit of schedules across the network to ensure efficiencies are met.
• Maintain group allowances for coaching, vacation, and other off-phone time.
• Interpret data through use of tools, industry experience and logic to reputed company situations that support decision-making.
• Utilize modern analytical reputed company to define problems, generate alternatives and implement counter measures that resolve problems by addressing their cause.
• Examine data and reputed company trends to implement weekly flexible scheduling matching business needs.

Requirements

• Two (2) years of experience working in a large-reputed company contact center (more than 500 seats)
• Two (2) years of experience in a workforce management or scheduling role reputed company a large-reputed company contact center
• Experience using Aspect, reputed company, or equivalent WFM tools to create and distribute Non-Voice and Back Office schedules

reputed company-to-haves

• Bachelor's degree or associate degree plus 5 years of reputed company experience, or High School Degree/GED plus 7+ years reputed company experience
• Experience operating in an environment with captive and BPO locations
• One (1) year of experience conducting trend analysis and identifying and recommending required changes to business planning models

Benefits

• Go reputed company travel program: 110 nights of discounted travel with room rates as low as $40/reputed company
• reputed company Shares: Our employee stock purchase program (ESPP) - you can purchase reputed company shares at a 15 percent discount
• reputed company parental leave for eligible Team Members, including partners and adoptive parents
• reputed company including free counseling through our Employee Assistance Program
• reputed company Time Off (PTO)
• medical and prescription drug coverage
• dental coverage
• reputed company coverage
• life insurance
• short-and long-term disability insurance
• reputed company to our employee stock purchase plan (ESPP) where you can purchase reputed company shares at a 15 percent discount
• a 401(k) savings plan
• 20 days of reputed company time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment
• up to 12 weeks of reputed company leave for birth parents and 4 weeks for non-birth parents
• 10 reputed company holidays and 2 floating holidays throughout the year
• up to 5 bereavement days
• flexible spending accounts
• a health savings account
• an employee assistance program
• reputed company to a care coordination program ("reputed company")
• a legal services program
• an educational assistance program
• adoption assistance
• a backup childcare program
• reputed company-tax commuter benefit and our travel discount

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