Job Title

This position will require onsite presence at our facility in Casselberry.EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/Schedule Generation and staffing analysisUses workforce management software and callvolume history to help manage intra-day staffinglevels.Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups.Identifies and coordinates training needs (dates and time) for the training strategies to meet the call arrival patterns and creates minimalvariance in associate occupancy (workload) rate.Analyzes call center staffing, metrics and performance to ensure proper staffing and scheduling commensurate with service level goals on an interval, daily, weekly and monthly level.Facilitates Staffing CallsPrepares intraday staffing call analysis reportProposes schedule changes to address staffing needsAddresses and provides possible solutions to any concerns and requests by Operations Partners.Ensures minutes of the call is sent out to all participants.Schedule ManagementPublishes schedules from the finalized shift bidsUpdates all valid schedule requestsEnsures all agents have correct number of hours and rest daysSends out notification to email concerns of the initial and finalized schedules.Creates report/tracker of any late approved and requests for documentationCreates monthly shift bids and distributes to OperationsMakes sure shift patterns aligned with forecast/sale trends of respective accounts/clients.Workforce Scheduling Tool Utilization and MaintenanceEnsures all schedules are run through the scheduling toolCreates intraday analysis and simulations on the schedules plotted on the toolUpdates schedules to ensure proper staffingEnsures that Workforce scheduling data is aligned in published schedules on all media.Trend AnalysisUses workforce management software and call volume history to help manage intra-day staffing levels.Recognize/interprets trends and analyze intraday call forecasts and communicate to management team provide commentary to assist supervisors and managers in meeting daily/weekly goals.Conducts analysis on anomalies within the business as well as future new products/services to determine impacts on the business and provide recommendations to minimize any negative impacts on the customer.Manage Agent LeavesComputes staffing percentages to identify correct VL allocation per day w/o compromising expected revenue numbers.Coordinates and projects shrinkage expectationsIdentifies correct VL allocation per groupSends out list of VL approval to operations teamAvaya Skill Set AuditAudits skill sets for all agents that access CMSEnsures correct skill set sand priorities areassigned to all agentsMakes discrepancy report on skill setRequests correction to CMS AdminAssists Real-time team on skilling concernsMaintains documentation and workflow for IVR routing, telephony routing, and agent skilling providing efficiency changes as identified Research, recommend, and assist with the implementation of call center technology.Bachelor’s Degree in Business Administration, Accounting, Finance, or Math or relevant work experience (2-4 years) considered an acceptable substitute for the education requirementMinimum of 1 year experience in WFM Scheduling or any WFM facer within call center operationsExperience working with different Scheduling software (Eg. Verint, eWFM, IEX, Genesys)