Scheduler, Workforce Management

The Workforce Management Scheduler plays an important role within Inktel by analyzing arrival patterns and team member performance to build the best schedules and actionable information to meet the business needs.  

Primary Responsibilities:

• Review arrival patterns and build forecasts for future
• Review areas to improve previous forecasts and incorporate into upcoming models
• Maintain a staffing file for all programs you are responsible for which measure:
• Forecasted and Actual volume
• Forecasted and Actual AHT
• Forecasted and Actual Utilization and Shrinkage by type
• Approve PTO based on Business needs
• Assist in developing holiday plans by creating schedules for abnormal volumes
• Host calls with Site Directors and other relevant team members to review your upcoming weeks forecasts, expectations, and plans
• Run a variety of “what-if” scenarios such as “What would happen if absenteeism increase from xx to yy%” and be able to offer both immediate & thoughtful insights
• Provide valuable insights to operations team members about the performance of their programs and opportunities to improve
• Assist in schedule bids and mini-bids to improve operational performance of programs
• Help to build new client models based on a varying levels of available information
• Provide real world training to team members on how schedule improvements can improve the performance of the operation
• Maintain proper & professional communication with team members in operations to ensure everyone is aware of their schedule
• Maintain proprietary WFM platform with schedule changes, PTO, OT, VTO and other relevant information
• Measure Training and Production attrition and ensure proper forecasts are maintained

Qualifications:

• Proficient with Microsoft office
• Strong time management skills
• Strong mathematical, analytical, and organizational skills
• Three (3) years of workforce management experience
• Strong knowledge of contact center fundamentals

Why you'll love working here:

• You’ll be surrounded by some of the most passionate and hardworking people you’ve ever worked with
• You will be empowered to make a real difference
• Your input matters & is taken seriously.  We are all striving for the same goal and ideas are accepted based on their merit, not internal politics
• It feels good to Win, and Inktel has a culture of winning!

Salary and Benefits

The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.

Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)