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Real Time Scheduler in Phoenix, AZ at American Home Shield

Date Posted: 11/13/2017

Job Snapshot

Job Description

Uses workforce scheduling applications to track and monitor call volume and trends. Monitors
productivity metrics and schedules to ensure adequate staffing to meet business needs.
Develops and maintains a scheduling database to track availability of associates. Prepares and
communicates schedules based on call volume forecasts and available staffing. Frequently
provides call volume/agent reports.

Responsibilities
• Uses workforce scheduling applications to track and monitor call volume and trends; identifies agents outside acceptable thresholds and communicates discrepancies to the appropriate manager/supervisor.
• Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/meals, and time-off as needed.
• Compiles associate performance metrics (i.e. how they perform on the telephone and computer) and consolidates data into reports which are utilized by Supervisors / Managers to identify associate performance strengths and areas for development.
• Analyzes and compares associate productivity and performance data via the use of systems reports to ensure processes and procedures are followed.
•Ensure real time inbound and outbound staffing levels are met through maintaining campaign statistics, campaign strategy, campaign scheduling, and agent performance based on program targets provided.
• May note performance issues, changing trends, call volume, absence notifications, tardies, cancellations or notification of meetings, and other tracking items for purposes of informing leader of discrepancies
• Provides reports to Managers and Supervisors

Education and Experience Requirements
• High school diploma/GED
• 1-3 years of call center operations experience and/or training required, or an equivalent combination of education and experience (preferred)
• Workforce scheduling experience preferred

Knowledge, Skills, and Abilities
• Knowledge of call center operations and scheduling (preferred)
• Computer skills in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Verbal and written communication skills
• Analytical skills
• Problem solving and decision making
• Attention to detail
• Conflict resolution
• Organization, time management, multi-tasking

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Disability