Call Center Forecaster / Scheduler

Unity Health Insurance Onalaska , WI 54650

Posted 1 week ago

Quartz is growing! Our organization is excited to offer a professional opportunity for growth through the addition of a Work Force Coordinator role within our customer service call center. This critical position will be responsible for forecasting the call volume, scheduling staff and monitoring real-time activity to ensure optimum operational efficiency is achieved.

Key Responsibilities:

  • Manage the proactive day-to-day scheduling of staff within the call center; review and approve requests for discretionary activities such as vacations, trainings, meetings and overtime to maximize efficiency and occupancy while meeting department goals

  • Collect, analyze and report historical call center performance and agent performance statistics

  • Lead staffing review meetings with Supervisors and Management, to report on past call volume, call patterns and staffing patterns

  • Ensure service goals are met on a daily basis, and communicate any concerns and/or solutions

  • Provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met

  • Coordinate and communicate training requirements and impacts on staffing levels

Requirements:

  • Bachelor's Degree in Business preferred

  • 1+ year(s) of experience forecasting and scheduling call center inquiry volume

  • Working knowledge of CISCO Agent Desktop Supervisor, Calabrio, and/or Workforce Manager preferred; working knowledge of Microsoft Office applications required.

  • Strong written and verbal communication skills

  • Ability to prioritize responsibilities and requests in a timely and accurate manner

  • Demonstrated understanding of operational performance indicators, metrics and expectations

  • Ability to schedule and coordinate department activities, identify training needs, and effectively respond to changes in the work environment

Bilingual candidates are encouraged to apply!

Applicants will have the choice of working full-time from one of our offices in Madison, Sauk City, or Onalaska, WI. Quartz offers an excellent benefit and compensation package, opportunity for professional growth and a professional culture built upon the foundations of Respect, Responsibility and Relationships.

Quartz values and embraces diversity and is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity or expression, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.


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Call Center Forecaster / Scheduler

Unity Health Insurance