Job Summary

Call Center Scheduling Specialist job Corona CA (106655)

  • Location:
    Corona, California
  • Job reference:
  • Category:
    Help Desk/Technical Support
  • Contract Type:

Are you interested in working for the #1 Healthcare company in America?
Are you authorized to work in the U.S. without sponsorship?  (We are unable to work C2C all employees must work W2).
• Responsible for creating cost efficient schedules that support forecasted volumes in a multi skill, multi site contact center and adhere to region-specific union work rules and labor laws.
• Creates and makes recommendations to workforce management team on long and short term staffing needs to achieve maximum efficiency of productivity, recommends operational improvements and develops shift bids.
• Coordinates and schedules off phone activities to meet compliance requirements, business objectives, and ensuring performance standards are achieved. Schedules and tracks completion of team meetings, training, team huddles, coaching sessions, side by sides and other offline work.
• Ensures adequate staff scheduled by skill to achieve service level goals.
• Maintain knowledge of union contracts and labor laws and responsible for vacation bid process and ensuring it is completed within contractual guidelines.
• Maintains CSR skill inventory in workforce management system.
Work Experience and Qualifications:
• Must have 3+ years in a multi-site contact center or scheduling role required.
• Must have call center experience in a workforce management environment.
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Strong computer and Microsoft Office background
• Must have either IEX or Aspect Experience
• Good attention to detail in a highly repetitive environment.
• Good communication skills both verbal and written. Ideal candidate is personable on the phones since they will be answering the call out line.
• Knowledge of queuing theories and workforce forecasting and scheduling (eWFM, Verint/Blue Pumpkin), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD) are highly preferred
• Ideal candidate has experience in similar position with the following responsibilities
• Manage Absentee lines all sites
o Specialty Queues all sites
o Scheduling all sites
o Emails all sites
o Process SOU’s all sites
o Process Overtime all sites
o End of day Net Staffing reports (when applicable)
o Update center seniority hard copy list – site specific
• High School or GED / Bachelors Preferred
If you feel that you are a great match for this opportunity, please apply directly or feel free to contact Bryan at 303-474-2071.
"In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire."

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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