Job Description

Description:

Major Responsibilities/Essential Functions:

• Responsible for creating cost efficient schedules that support forecasted call volume, KANA email, TTY, language line volumes and other contact center activities in a multi skill, multi-site contact center and adhere to region specific union work rules and labor laws.

• Maintains CSR skill inventory in workforce management system.

• Creates and makes recommendations to workforce management team on long and short term staffing needs to achieve maximum efficiency of productivity, recommends operational improvements and develops shift bids.

• Ill calls, same day OT, Partial day off reports, Tardy reports, ETSs, etc.

• Coordinates and schedules off phone activities to meet compliance requirements, business objectives, and ensuring performance standards are achieved.

• Schedules and tracks completion of team meetings, trainings, team huddles, coaching sessions, side by sides and other offline work.

• Ensures adequate staff scheduled by skill to achieve service level goals.

• Maintain knowledge of union contracts and labor laws and responsible for vacation bid process and ensuring it is completed within contractual guidelines.

Skills:

microsoft office, customer support, Data entry, Inbound call, Medical, Csr, Medical terminology, Health care, Patient access, Patient service, communication and organization skills, Scheduling coordinating, Schedule management, ms office 365, Kronos, API, Timekeeping, Workforce Management, Customer service call center, Insurance, Customer care

Minimum Work Experience and Qualifications:

• Bachelor\'s degree or equivalent work experience

• 4 years in a multi-site contact center scheduling role.

• Looking for 2 years of MS Office 365, and 2 years of scheduling. Prefer experience with Kronos or API.

• Must have excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.

• Knowledge of queuing theories and workforce forecasting and scheduling (eWFM, Verint/Blue Pumpkin), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD).

• Experience using mainframe or personal computers and Microsoft Office applications.

• Highly collaborative individual with ability to influence others and build strong professional relationships.

About Aston Carter:

Please Note: Scammers are posing as Aston Carter. We\'ll never contact you via Gmail, Telegram, or WhatsApp and we\'ll never solicit money from you.

At Aston Carter, we\'re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions - from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients\' capabilities by seeking solvers and delivering solutions to address today\'s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit . Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call or email for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

Aston Carter