Sr Workforce Mgmt Scheduler

The Sr. Workforce Mgmt Scheduler is responsible for real-time and intraday management of contact center resources. Responsibilities include identifying and responding to intervals which require remediation to optimize coverage and service level based on skill set and priority. This position will also provide daily and monthly analyses of call statistics and assist in making recommendations for improvements.

• Runs and analyzes daily and weekly contact center performance reports.
• Ensures that all reports originating from the department are accurate and reliable.
• Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
• Maintain accurate records of PTO requests including but not limited to daily attendance and tardiness.
• Attend weekly forecast meetings to review past week’s performance and make necessary adjustments to improve future performance.
• Optimize daily scheduling of off-phone activities to achieve service level and back office performance goals.
• Work with vendor support specialist to maximize operational effectiveness of outsourced operations.
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
• Communicate effectively and professionally and build strong relationships with internal customers.
• Provide analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• May be assigned an Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.
• The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.
• Performs other duties as assigned
• Complies with all policies and standards

1. Associate’s degree or an equivalent combination of education and experience
2. 5+ years experience using WFM software such as Calabrio, eWFM, Genesys or relevant years of Customer Service experience

3. Computer literacy in Microsoft Office: Excel, Word, PowerPoint
4. Strong organizational and interpersonal skills
5. High energy level, enthusiastic, and eager to do what is necessary to be successful
6. Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
7. to work independently with minimal supervision
8. Works well in a 24/7 environment with the ability to work irregular hours, nights, weekends and holidays, including off hour duties for escalations
9. 3+ years using WFM software such as Calabrio, eWFM, Genesys or relevant years of Customer Service experience
10 Strong interpersonal skills in order to manage multiple priorities and partner with supervisors and leaders to optimize performance
11. Knowledge in Automatic Call Distribution (ACD) technology

Preferred Qualifications:
1. Bachelor’s Degree
2. Advanced Microsoft Excel skill
3. Report development and ability to present the information for sound business decision making