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Contact Center Scheduling Analyst
4 months ago
Position Title:Contact Center Scheduling Analyst
Business Unit:Retail Operations
Reports to:Manager of Contact Center Applications and Reporting
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.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.
Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:
High School or GED
Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:
3
Skills Required to Perform the Primary Responsibilities of this Position:
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
Detail-oriented
MS PowerPoint - Intermediate Level
MS Word - Intermediate Level
MS Excel - Intermediate Level
Calabrio Teleopti
Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:
N/A
Physical Requirements or Work Conditions Beyond Traditional Office Work:
N/A
Equal Employment Opportunity (EEO):
It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.
