Workforce Scheduling Coordinator - Tempe, United States - Solari

Solari

Verified Company

Tempe, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

The Job/What You'll Do:

The Workforce Scheduling Coordinator will manage all day-to-day workforce scheduling responsibilities for the contact center, in coordination with leadership, to ensure adequate coverage.

Assist with additional scheduling projects and deliverables as appropriate.

Responsibilities:

Partner with leadership to ensure scheduling meets business needs (call volume and coverage).
Maintain master, weekly and supervisor schedules; manage daily schedule adjustments; contact staff as necessary to fill open shifts; keep supervisors informed of schedule changes.
Coordinate the review and approval of time off requests with the appropriate supervisor.
Coordinate schedule modifications and schedule adjustments with staff and supervisors; facilitate staff shift exchanges and shift swaps; Facilitate schedule adjustments for training, holidays, etc.
Utilize historical data to predict scheduling needs.
Monitor active and passive overtime to maintain budgeting by creating and maintain overtime schedules.
Help in the development of tools to improve system processes.
Support leadership team in fulfilling contract deliverables.
Assist in scheduling needs for the onboarding process for relevant contact center positions.
Other duties as assigned

Knowledge, Skills, Abilities:

Ability to understand historical scheduling, call volume, abandonment rates, average speed of answer data, and average handle time to predict future scheduling needs
Ability to understand other reporting data that may affect staffing levels.
Ability to multitask and work in a fastpaced environment with multiple tasks and deadlines.
Ability to act professionally and maintains appropriate boundaries with clients and staff.
Ability to report as scheduled to work, meetings, training, and jobrelated activities prepared and as scheduled.
Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being selfaware and selfreflective for continual personal, professional and leadership growth.

Education & Experience:

12 years of workforce scheduling experience
24/7 contact center workforce scheduling experience preferred
Some college preferred; High School diploma required

Work Schedule:
Monday-Friday

Working Conditions:

While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Exposure to noise typical with office operations. Ability to hear and speak.

Who We Are & What We Offer:
Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Denver. Our mission is to Inspire Hope through our talented and compassionate staff.

Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need.

Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.

Friendly work environment
Generous paid time off (PTO)
Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
Competitive compensation
Convenient office locations and Hybrid Schedule
Onsite fitness room free to all employees (Tempe Office)
Basic Life Insurance
Voluntary Life, Spouse, Child Insurance
Critical Illness w/free dependents
Critical Illness Spouse
Short Term & Long Term Disability
Starts first of the month after 90 days of employment
401K & 401K Roth Starts first of the month after 90 days of employment
United Pet Care
LifeLock for identity theft
LYRA EAP Program
25 free sessions for mental health per family member
Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment._
We are focused on equalit