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Real Time Scheduler in Glendale, AZ at Terminix

Date Posted: 5/4/2018

Job Snapshot

Job Description

Collects and analyzes scheduling, staffing, and workload data. Generates schedule projections
for the call center/customer service operation to ensure optimal service levels. Proposes schedule modifications to ensure adequate coverage is maintained. May provide ad-hoc reporting as requested.

• Monitors Blue Pumpkin Forecasting and Scheduling, Verint Impact 360, Webview, Cisco and
CTIOS for calls in queue, agents exceeding AUX, ACW thresholds. Communicates discrepancies to the appropriate Manager/Supervisor following protocols
• Focuses primarily on real-time monitoring of call center floor, noting performance issues, changing trends and call volume
• Frequently updates direct Supervisor regarding overtime, VTO as well as other staffing issues
• Acts as the central point of contact and coordinates all (including but not limited to)
absence notifications, tardies, cancellation or notification of meetings, adherence issues, and all other schedules as assigned
• Manages the vacation database, ATO Tracking
• Provides accurate and timely reports to Managers/Supervisors on a multi-daily, weekly,
and monthly basis for staffing and training

Education and Experience Requirements
• High School diploma or general education degree (GED) or one year related experience and/or training; or equivalent combination of education and experience
• Associate’s degree from a two-year college or technical school specializing in computer program software; or two years related experience and/or training; or equivalent combination of education and experience preferred

Knowledge, Skills, and Abilities
• Solid understanding of process flow/workflow concept
• Good math skills with the ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Strong computer skills
• Knowledge and abilities using Microsoft Windows and Excel, CMS, Workforce Management software
• Strong oral and written communication skills
• Ability to communicate effectively with internal and external customers
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to deal with problems involving several concrete variables in standardized situations
• Ability to operate computers, telephone, fax machine, copier, file cabinets, shredder and printers

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