PRINCIPAL DUTIES AND RESPONSIBILITIES:
• Subject matter expert on Workforce Management software and processes; track, monitor, and communicate all system issues and downtime.
• Create scheduling solutions for departments that account for current business demands as well as exceptions.
• Collaborate with department leaders to ensure accurate staffing levels and to formulate efficiency strategies.
• Suggest scheduling changes and create new business models.
• Discover new best practices to enhance staffing while following current labor agreements and adhering to all ethics and equity when managing the scheduling process.
• Determine the balance between optimum scheduling, service expectations, and current legal/legislative requirements.
• Work as a team completing daily schedule operations, such as leave requests and callouts.
• Manage Key Performance Indicators, including but not limited to Service Level, Occupancy, Abandon rates, ASA, and AHT on a daily, weekly, and monthly basis.
• Perform other job-related duties as requested.

MINIMUM REQUIREMENTS:
• High school diploma or equivalent.
• Two years of related experience.
• Work varied shifts, including weekends and holidays.

PREFERRED:
• Previous experience utilizing Virtual Roster and Kronos software.
• Bi-lingual.

KNOWLEDGE, SKILLS, AND ABILITIES:
• Proficiency in computer software including Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine

WORKING CONDITIONS:
*This is not intended to include every duty or responsibility of the job nor is it intended to be an all-inclusive list of the skills and abilities required to do this job.

This position may require strenuous physical activities and exposure to pipe, cigar, and/or cigarette smoking. An ability to work a flexible schedule, including extended hours, weekends, and holidays may also be required.