Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
8/30/2017
Job Category:
Administration
Industry:
Other
Compensation:
19.23
Workforce Scheduler, Perm, Seattle WA
(This job is no longer available)
ETC | Seattle, WA
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Job Description

Workforce Scheduler

Job Summary

The Workforce Scheduler requires competency in customer focus, change & innovation, strategic thinking, relationship building and influencing, talent management, results focus and inspirational leadership.

Essential Functions (fundamental, crucial job duties performed in a position. include how the person is to perform them including frequency of tasks)

  • Build and maintain forecasting models for staffing requirements across multiple channels; these include Call Center, Walk-In Center, Email Support, and Chat Support.
  • Ensure that database is maintained with historical contact arrival patterns to drive accurate forecasts using our workforce management tool NICE.
  • Provide recommendations of staffing adjustments as needed, including Real Time; demonstrate a solid understanding of schedule movement including balancing unforeseen call volume.
  • Determine and communicate Open Time needs with a sense of urgency.
  • Ensures that the CSC personnel are scheduled to support the call center volume and build coverage schedules which will also include a shift bidding process.
  • Must feel comfortable articulating forecast models and schedules to all levels within the organization.
  • Reviews and compares staffing needs against daily forecast, and provide data to Program Manager and Operations Manager along with recommendation for immediate remedies.
  • Identify shift coverage gaps and work one-on-one with the Operations Manager to resolve.
  • Provide reporting and visibility to all levels within the organization about metric performance, which include, are not limited to, service levels, daily call statistics, schedule adherence, occupancy, average speed to answer, etc.

Work Environment (outside, indoors, noise level, lighting or other work conditions)

  • Office cubicle environment with low to moderate noise

Physical Demands (like bending, sitting, kneeling, lifting, driving etc.)

  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and sit up to 4 hours a day; walk; use hands to finer, handle or feel; and reach with hands and arms. Special vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Required Experience:

Competencies (knowledge, skills and abilities the person needs to do the job)

  • Typing minimum of 20 wpm
  • Excellent verbal communication skills
  • Detail oriented, ability to multi-task and highly organized
  • Ability to learn and operate a proprietary software program
    • Maintains regular and predictable attendance for assigned shifts.
    • Excellent organizational skills
    • Highly Analytical
    • Highly motivated and be a self-starter

Required Education and Experience

  • High school diploma or GED is required.
  • 3 years' experience with successful forecasting and planning, with workforce management tools
  • 1-2 years' experience with call center scheduling and staffing of mid-size call center

Preferred Education and Experience

  • Experience working with NICE

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Electronic Transaction Consultants provides equal opportunity to all employees and applicants for employment, promotions, and transfers without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristics in accordance with applicable federal, state and local laws.

Qualifications

Applicants must be eligible to work in the specified location

About ETC

Environmental Tectonics Corporation (ETC) is engaged in the design, manufacture and sale of software driven products and services used to recreate and monitor the physiological effects of motion on humans and equipment and to control, modify, simulate and measure environmental conditions. These products include aircrew training systems, entertainment products, sterilizers, environmental and hyperbaric chambers and other products that involve similar manufacturing techniques and engineering technologies. The Company operates in two segments: Training Services Group (TSG) and the Control Systems Group (CSG). Product categories included in TSG are pilot training and flight simulators, disaster management systems and entertainment applications. CSG includes sterilizers, environmental control devices and hyperbaric chambers along with parts and service support. (Source: 10-K)