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Workforce Scheduler-Call Center in Orlando, FL at Holiday Inn Club Vacations

Date Posted: 3/28/2019

Job Snapshot

Job Description

Holiday Inn Club Vacations look for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members.  We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships?  We’re looking for people like this to join our friendly, engaged, professional team.               

 

 

POSITION DESCRIPTION: 

This position is responsible for creating, editing, and modifying schedules for the owner support department.  Using current software or other approve means to publish and maintain accurate resources for the owner support employees and usable reporting for the leadership staff.  Communicates with supervisor and department leader’s areas of deficiencies in scheduling and plans to mitigate risks that may impact business objectives and financial goals.  Keep abreast of cyclical shifts in owner support business as proactively schedules staff accordingly. This employee must have working knowledge of workforce management.

ESSENTIAL DUTIES AND TASKS:

  • Effectively uses workforce management software to publish daily, weekly, and/or monthly schedules.
  • Develops staffing plan based on call volume forecast, coverage hours, shrinkage, etc. Understands call center metrics and applies good judgment when making decisions as it pertains to workforce management.
  • Maintains PTO calendars and manages requests to budgeted time based on business needs.
  • Maintains excellent record keeping of agent tenure for shift bid and other purposes. Provides accurate reporting, proactively analyzes call/tasks trends and patterns to predict future workload and change patterns.
  • Understands call center metrics and applies good judgment when making decisions as it pertains to workforce management. Provides feedback on observations of workforce deficiencies/overages to immediate supervisor to make informed decisions. 

 

Job Requirements

  • Bachelor Degree in related discipline or equivalent experience.
  • Two or more years of experience with workforce management/planning.
  • Experience in working collaboratively in cross functional environment.
  • Experience with InContact, Nice IEX and/or Kronos, preferred.

 

ESSENTIAL FUNCTIONS

  • Continuous computer use
  • Ability to multi-task, prioritize and manage time effectively
  • Strong interpersonal skills 
  • Strong attention to detail
  • Strong analytical and math skills
  • Ability to adapt in fast paced work environment
  • Proficiency in MS Office