FedPoint is currently seeking a Call Center Workforce Scheduler that is primarily responsible for maintaining schedules and monitoring real time performance across all locations and lines of business. Additionally, they will participate as part of a cross-trained Operations team to assist with generation of data, reports and assisting with IVR / VCC configurations as needed.
1+ year experience in scheduling/workforce management. Must possess excellent organizational and communication/escalation skills.
Must be able to work independently, as well as work as part of a team. Must possess a high degree of tact, diplomacy and professionalism when dealing with co-workers and potential clients. Ability to work under pressure in a high call volume call center.
Must uphold confidentiality. Must have excellent interpersonal, telephone, and written communication skills. High School Diploma or equivalent.
1+ year experience in contact center industry / environment. Experience with Excel (pivot tables and data manipulation). Experience with NICE IEX Workforce Management and / or Genesys PureConnect Cloud VCC/ACD (or similar enterprise class software). Ability to identify trends and clearly communicate findings for review.
Ability to multi-task and handle additional responsibility as well as adapt quickly to changing priorities. Excellent attention to detail. Strong mathematical, analytical, and organization skills and problem-solving skills.
Ability to implement call center best practices and serve as a role model for the call center agents. Ability to implement policies and standards aligned with the goals of the department.
FedPoint is an equal opportunity employer. Our company is a Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) federal contractor and committed to hiring veterans.
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