Workforce Scheduling Specialist
Consumer & Customer Care
Full Time
Ga
1970-01-01

A REGULAR DAY AT WORK (ESSENTIAL DUTIES):

This position is responsible for supporting the operations of the CEC contact center by supporting the WFO Operations Team & CEC leadership with real-time activity administration, organization reporting, data entry, scheduling, training/meeting coordination, and other administrative requests. This individual will support all functions of Electrolux’s Customer Engagement Center to include inbound and outbound calls, back office, traditional correspondence, and all digital channels (e.g., email, chat, and social media).

KEY RESPONSIBILITIES:

  • Own real-time monitoring of WFO queue applications for variations in hourly, daily, or weekly performance trends.
  • Real-time monitor WFO real-time adherence application for out of adherence, attendance, and schedule adjustment opportunities.
  • Intraday optimization of break, lunch, eLearning, coaching, meeting, training schedules and coordination of overtime and voluntary time off to ensure a consistent customer experience in a 100% remote environment.
  • Alert and coordinate with supervisors, analysts, and managers when departments are out of compliance/service level is in jeopardy/or other situations arise when daily performance is about to or has been impacted.
  • Maintain WFO and Avaya CMS application for new hires, attrition, skilling, back up skilling, skill change requests, and continuous improvement opportunities
  • Report employee activities including but not limited to absenteeism, coaching, training, lunches, breaks, PTO, vacations, group performance, etc.
  • Manage, troubleshoot, and resolve all end user issues in WFO application 
  • Preform schedule or scheduled adherence adjustments received by supervisors and managers.
  • Interact and with all levels of CEC leadership, including Telecom, IT, and SAP team members.
  • Provide backup to others in the WFO Operations group as required.

WHO YOU ARE:

  • Ours is a dynamic, fast-paced environment that asks for flexibility and agility.
  • You can quickly understand and assess a situation and react confidently, making decisions even where there is ambiguity.
  • You always strive for better, in your work and for your future.
  • With an eye for detail and the ability to interpret complex data, you can also translate this into meaningful, useful information that informs decision-making.
  • You build trust, good working relationships and communicate effectively with your colleagues and across functions.

Minimum Qualification

EDUCATION & EXPERIENCE (MINIMUM QUALIFICATIONS):

  • 2+ years call center experience with 1+ years in operating within workforce management teams required.
  • Excellent written and verbal communication (this role interacts with a 100% remote department).
  • Proficient in Call Center KPIs and methodologies.
  • Familiarity with workforce management software.
  • Operate within a culture of Continuous Improvement, leading in a fast-paced environment which requires change agility.
  • Detail oriented with good organization and time management skills.
  • Associates or Bachelor’s degree (MIS, Business Management, or relevant field)
  • Familiarity with Verint and/or Avaya Workforce Management software applications.
  • Familiarity with UKG, Kronos, and/or other timekeeping software applications.
  • Knowledge of scheduling and real-time analysis for call, chat, and email platforms.

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'