What are the responsibilities and job description for the Workforce Scheduler position at Career Site Brand?
Holiday Inn Club Vacations looks for individuals who excel in their role and are committed to delivering an exceptional experience for our guests, owners, and team members. We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships? We’re looking for people like this to join our friendly, engaged, professional team.
POSITION DESCRIPTION:
This position is responsible for creating, editing, and modifying schedules for the Contact Center. Using current software or other approval means to publish and maintain accurate and usable schedules and reporting for the leadership staff. Communicates with supervisor and department leader’s areas of deficiencies in scheduling and plans to mitigate risks that may impact business objectives and financial goals. Keep abreast of cyclical shifts in the Call Center businesses and proactively schedules staff accordingly.
ESSENTIAL DUTIES AND TASKS (up to five):
- Effectively uses email and workforce management software to update published schedules; schedule changes, time off requests, overtime requests.
- Auditing and Tracking of leave time, such as vacation, personal, and sick leave, for employees and temp associates, according to company policy and procedures.
- Maintains excellent record keeping of agent schedules to track and report on attendance and schedule adherence.
- Assisting with Real time monitoring of schedule adherence.
- Understands call center operations and applies good judgment when making decisions as it pertains to workforce management. Provides feedback on observations of workforce deficiencies to immediate supervisor.
SUPERVISORY RESPONSIBILITIES
- This position does not require supervisory responsibilities. General supervision is received for this position. Routine duties are performed with minimal supervision.
EDUCATION and/or EXPERIENCE
- High school Diploma or GED
- Experience in a Call Center or Resort environment preferred
- Experience using NICE IEX Workforce Management a plus
CERTIFICATES, LICENSES, REGISTRATIONS
- N/A
QUALIFICATIONS
- Minimum of one year experience with workforce management/planning.
- Excellent Interpersonal Skills
- Working knowledge in MS Office (Word, Excel, Access, etc.)
- Strong working knowledge in use and communications using Microsoft Teams
- Strong judgment and decision-making skills
- Effective communication and interpersonal skills
- Strong customer service skills
- Ability to work independently
PHYSICAL DEMANDS
While performing the duties of this job, the employee may be required to sit or stand for an extended duration, will be required to bend, twist, reach, push, pull, and operate office machinery and able to lift up to thirty pounds. Specific work assignments may change without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
WORKING CONDITIONS
The majority of work will be performed in a climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperature on occasion.
WORK SCHEDULE/HOURS
Schedules will vary depending on business needs, and may entail working nights, weekends and holidays. Must be flexible to work outside of departmental operating hours.