Contact Center Scheduling Analyst (major bank) - Intermedia Group : Job Details

POSITION TITLE: Contact Center Scheduling Analyst LOCATION: Multiple locations (positions open in both Pittsburgh and Hermitage PA) SALARY: $53,000 to $60,000 BENEFITS - Full INDUSTRY: Financial Services POSITION OVERVIEW:

• This position is responsible for maintaining Contact Center scheduling for phone and chat agents.
• The incumbent will utilize the workforce management tool to forecast staffing needs and assign employees appropriately across available shifts to ensure proper coverage and meet department standards.
• Reviews peak times and seasonal changes that affect normal staffing levels and make necessary staffing changes to ensure proper coverage.
• Utilizes past conditional data to produce ad hoc staffing forecasts for leadership planning and scheduling.
• Alerts leadership to any staffing concerns that may arise.

PRIMARY RESPONSIBILITIES:

• Produces weekly employee schedules in accordance with department standards, such as abandon rate and average wait time, and forecasted volumes, including peak times, to ensure adequate staffing for phones and chat. Incorporates recurring/ad hoc meetings and training into employee schedules.
• Monitors staffing levels and provide guidance to leadership. Executes quarterly shift selection process.
• Assist with maintaining different aspects of the workforce management tool. This includes employee access, employee changes, validating historical data, producing forecasts, adjusting existing shifts, developing new shifts, and providing software training as needed.
• Assists management with maintaining existing procedures related to scheduling and produces new procedures under guidance as appropriate.
• Troubleshoots issues related to the digital support systems utilized in the Contact Center. Works closely with IT and/or external vendors to resolve issues.
• Serves as a back-up liaison between Information Technology, vendors, project management and Contact Center Leadership.

Skills and Certifications :

• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Ability to work and multi-task in a fast-paced environment
• Excellent organizational, analytical and interpersonal skills
• MS PowerPoint - Intermediate Level
• MS Word - Intermediate Level
• MS Excel - Intermediate Level
• Calabrio Teleopti Preferred
• Detail-oriented

If you are interested in pursuing this opportunity, please respond back and include the following:

• MS WORD Resume
• required compensation.
• Contact information.
• Availability

Upon receipt, one of our managers will contact you to discuss the position in full detail. JASON DENMARK Recruiting Manager INTERMEDIA GROUP, INC. EMAIL: [email protected] LINKEDIN: VISIT OUR FULL LIST OF OPEN POSITIONS: