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Contact Center Scheduling Specialist

2 months ago

Pittsburgh, Pennsylvania, United States First National Bank of Pennsylvania Full time
Primary Office Location:

503 Martindale Street, 4th Floor, Pittsburgh, PA

Key Responsibilities:

Develop and maintain Contact Center scheduling to ensure adequate staffing and meet department standards.

Utilize workforce management tools to forecast staffing needs and assign employees across available shifts.

Review peak times and seasonal changes to adjust staffing levels and ensure proper coverage.

Produce weekly employee schedules and incorporate recurring/ad hoc meetings and training.

Monitor staffing levels and provide guidance to leadership.

Assist with maintaining the workforce management tool and provide software training as needed.

Requirements:

High school diploma or equivalent required.

3+ years of job-related experience.

Excellent communication, customer service, and organizational skills.

Intermediate-level proficiency in MS Office and Calabrio Teleopti.

Equal Employment Opportunity:

FNB is an equal opportunity employer and provides a discrimination-free workplace.