Purpose of Position
The Scheduling Coordinator is a key strategic position focused on the adequate planning and tracking of employee time and attendance. They will be responsible for creating, publishing and maintaining schedules for all Customer Service Representatives in support of excellent customer service, financial efficiency and colleagues work life balance. This includes accurate reflection of current shift hours and rotation, planned off phone activities such as team meetings, trainings, holidays, vacations, system issues, unplanned absences, and more. The Scheduling Coordinator will have ownership over shift bidding, extra hours & overtime bidding, backfill, identifying and filling coverage gaps, and off phone planning. This includes leadership over the tracking and administration of the attendance policy within the Customer Service Center.
Primary or Key Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:
Program of Study
High School Diploma or GED
Years of Experience
Type of Experience
Contact Center Experience
Workforce Planning / Scheduling
Verint Workforce Management
Calabrio Workforce Management
Certifications & Licensures
No licenses/certificates are required for this position.
This is a full-time position. It is an essential function of this role and integral to the position’s success that the person performing the role must be able to work the required days and hours for the position, which may include mandatory overtime due to business needs, especially during the peak seasons of the business.
Work Schedule: The Scheduling Coordinator will report to an office. This job tends to have regular office hours but may have extended hours due to business needs. Days and hours of work are Monday through Friday, 7:00 a.m. to 9:00 p.m. If you are to work on a Saturday the hours are 8:00 a.m. to 5:00 p.m., and occasional Sunday work is required by the busy season of the business.