Associate, Planning and Scheduling (Orlando)


Associate, Planning and Scheduling (Orlando)

Essential Functions/Core Responsibilities 

• Distributes accurate and timely agent schedules


• Inputs intraday corrections and exceptions into systems for agent time off and absences


• Monitors inbound volume for unusual activity to ensure staffing needs are met


• Recognize abnormal scheduling issues and escalate as necessary


• Initiates and coordinates trouble tickets and escalate issues as required


• Prepares standard and ad hoc reports for agent availability effectiveness


• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center


• Reviews agent availability to ensure that client service agreements are met


Candidate Profile 

• Bachelor's degree in related field with less than two years of relevant experience preferred


• Minimum one year experience in a call center required


• Ability to multi-task, prioritize, and meet timelines on deliverables


• Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills


• Excellent organizational skills


• Strong attention to detail


• Ability to coach and develop action plans to maximize performance


• Proven ability to analyze and improve work processes and policies


• Excellent customer service/support skills, and ability to work well under pressure


• Proficient in Microsoft Office


• Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred

    Career Framework Role 

Performs routine assignments in the entry level of the Professional Career Band.  Uses existing procedures to solve routine or standard problems.  Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts.  Develops competence by performing structured work assignments.  Receives instruction, guidance and direction from others.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.