- East Phoenix, Arizona, United States
- 1–3 years
Responsible for workforce scheduling, optimization, and system administration to ensure operational excellence across assigned contracts.
Responsibilities
- Create, publish, maintain, and adjust employee schedules and shifts based on forecasted demand, contractual requirements, and operational needs.
- Manage planned absences, scheduling accommodations, and employee scheduling preferences while maintaining appropriate staffing coverage.
- Coordinate meetings, training, coaching, project work, and other off-phone activities to support operational needs and minimize service impacts.
- Partner with Operations, Training, Recruiting, and other internal departments to coordinate workforce needs and scheduling impacts.
- Administer workforce management systems, including employee onboarding and offboarding, system access, employee records, workstation assignments, and workforce configuration.
Requirements
- Associate degree in a related field
- Nice to have: Bachelor’s degree in Business, Analytics, Operations Management, Statistics
- Nice to have: significant experience related to workforce management
- Nice to have: experience using workforce management and contact center systems such as Calabrio, NICE, Genesys, or Avaya
- Nice to have: experience utilizing real-time workforce monitoring and adherence tools within a contact center environment