Contact Center Planning Administrator

• Monitor daily attendance and make adjustments to staffing levels and schedules as needed
• track Paid Time Off requests
• management of queues real-time to mitigate performance risk and drive cost-saves for the business
• maintain daily logs and monitor phone agent adherence to schedules
• identify and recommend opportunities for process improvement and risk control development
• schedule off phone time through manager discussions and volume research
• create capacity planning reports
• make decisions and resolve issues to meet business objectives
• interpret policies, procedures, and compliance requirements
• collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
• interact with internal customers
• receive direction from leaders
• exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

2+ years of Contact Center Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• At least 1-year of Contact Center Planning experience in real-time management, service level performance management, short-term and long-term scheduling and capacity planning with good stakeholder management skills
• completed at least 2 years in College or its equivalent

• Equal opportunity employer
• accommodates applicants with disabilities
• maintains a drug-free workplace