Real-Time Workforce Scheduler - Call Center Ops

Verida Inc; Villa Rica (GA); On-site; USD 32,000 - 54,000; Full time

Job summary

Verida Inc in Villa Rica, GA seeks an Admin Support Worker to monitor real-time workforce attendance and schedule adherence, optimizing resources to meet customer satisfaction and productivity goals.

The role involves coordinating with call center scheduling, approving time off and overtime, and communicating staffing changes to managers, with daily, weekly, and monthly planning to improve operating efficiency.

Qualifications

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

Responsibilities

• Oversees real-time call queue skilling, attendance and schedule adherence monitoring.
• Support daily Call Center Scheduling and Operations to optimize staffing mix.
• Approve agent PTO, VTO, and OT aligned with business needs.
• Coordinate with Operations management to adjust staffing as needed.
• Communicate real-time staffing changes to managers and teams.
• Assist in contingency planning and post-mortem review for improvements.
• Approve schedules and communicate exceptions.
• Review performance against targets and take corrective actions.
• Participate in daily, weekly, monthly, and annual planning.
• Maintain positive relationships to promote morale and productivity.

Skills

Forecasting

Scheduling

Real-time operations

Communication

Workforce Management software

MS Excel

Call center experience

Education

Associate degree or related experience

Tools

Call center tools

Job description

Verida Inc in Villa Rica, GA seeks an Admin Support Worker to monitor real-time workforce attendance and schedule adherence, optimizing resources to meet customer satisfaction and productivity goals.

The role involves coordinating with call center scheduling, approving time off and overtime, and communicating staffing changes to managers, with daily, weekly, and monthly planning to improve operating efficiency.