Sales and Service Scheduling Agent

Remote, Central Time

12 week contract





The Sales and Service Scheduling Agent (WA) is responsible for ensuring daily tasks are delivered to ensure service levels for our clients are met. This includes realigning, creating appointments to agents. Working with team members to take requests to block agent’s calendars, oversee appointments to be on time and not late within appointment window times. Ability to work in a fast paced environment and process tasks as needed in a very timely manner. Understand workforce management concepts such as forecasting, scheduling, skill management, and PTO management.



Job Responsibilities:

• Ongoing communication between team members and Operations Managers to complete workforce tasks within the team as needed.

• Execution of adding training, meetings, appointments to schedules and updating skills, etc.

• Produce and accountable for daily, weekly, monthly forecasted call volume, AHT, shrinkage

• Support Real Time Monitoring of appointments and ensure they are not late or missed on rotation scheduled daily.

• Monitor intraday delivery for all clients and recommend actions team should take on inbound and outbound activity.

• Process PTO, early leave requests in Microsoft CRM platform

• Level/smooth appointments for agents

• Support for any adhoc reporting within the CRM platform

• Oversight of skill routing on team with skill audits and skill optimization

• Monitor and recommend actions to enable teams to meet Service Level Goals

You Bring Knowledge and Expertise



Required Experience:

• Scheduling Experience

• Understanding of workforce management concepts such as service levels, adherence, handle time, smoothing, phone routing.

• Strong working knowledge of Operations and operations measures.

• Strong math aptitude

• Strong understanding of computer skills such as Outlook, Lync, CRM platforms.

• Intermediate Excel skills

• Able to travel up to 10% if needed



Preferred Experience:

• 1 to 2 years experience in call center workforce analyst or management role

• Strong workforce management and statistical background

• Experience working in an inbound or outbound call center

• Call center operations management experience

• Staffing forecasting experience



Education:

• Bachelor’s degree or equivalent years of industry experience.