Real-Time Workforce Scheduler - Call Center Ops

Verida, Inc.; Villa Rica (GA); On-site; USD 36,000 - 56,000; Full time

Job summary

Verida, Inc. seeks an Admin Support Worker in Villa Rica, GA to monitor real-time workforce attendance and schedule adherence, ensuring service levels meet business needs.

You will support daily Call Center Scheduling and Operations, analyze staffing mix (part-time, flexible, full-time), and approve time off to align with priorities.

The role involves coordinating with local management, communicating changes to leaders, and contributing to contingency planning and performance reporting.

Qualifications

• Approximately 2 years of operations workforce experience including forecasting and scheduling.
• Effective communicator in listening, speaking and writing.
• Experience using workforce management software.
• Intermediate knowledge of MS Excel reporting tools.
• Experience in a production or call center environment.

Responsibilities

• Oversee real-time call queue skilling, attendance and schedule adherence to maximize productivity.
• Support daily Call Center Scheduling and Operations to optimize staffing mix.
• Approve agent time off and overtime to align with business needs.
• Coordinate with Operations management to adjust staffing in real-time.
• Communicate staffing changes to managers and team leads as needed.
• Assist in contingency planning and post-mortem analysis for process improvements.
• Prepare and send daily/weekly/monthly staffing and performance reports.
• Ensure adherence to company policies and maintain positive working relationships.

Skills

Forecasting

Scheduling

Real-time operations

Communication

Call center experience

Education

Associate Degree or 3 related experience

Tools

Workforce Management Software

MS Excel

Job description

Verida, Inc. seeks an Admin Support Worker in Villa Rica, GA to monitor real-time workforce attendance and schedule adherence, ensuring service levels meet business needs.

You will support daily Call Center Scheduling and Operations, analyze staffing mix (part-time, flexible, full-time), and approve time off to align with priorities.

The role involves coordinating with local management, communicating changes to leaders, and contributing to contingency planning and performance reporting.