Workforce Planning & Attendance Coordinator

VSP Vision; United States; Hybride; USD 25 000 - 40 000; Plein temps

Résumé du poste

VSP Vision is seeking a detail-oriented workforce management professional to manage attendance, timekeeping, and scheduling for a call center population. You will monitor systems, load shifts, and collaborate with leadership on adherence and process improvement.

Strong MS Office skills (Outlook, Excel, Word) and experience in a shared services environment are essential. Remote or hybrid work options may apply depending on role and market.

Qualifications

• Two to four years of general call center experience.
• Proficient with word processing and spreadsheet applications.
• Strong communication and interpersonal skills.
• Experience working in a shared services environment.

Responsabilités

• Attend and audit attendance and timekeeping data for accuracy.
• Schedule agents based on business needs and adjust as required.
• Audit timecard entries and monitor exceptions in planning systems.
• Identify shrink trends and communicate scheduling issues to leadership.

Connaissances

Call center experience

Strong communication

Problem solving

Flexibility

Outils

Outlook

Excel

Word

Description du poste

With supervision, perform a variety of duties related to attendance and record keeping; monitor workforce management systems and timekeeping systems for accuracy. Schedule agents based on business needs, partner with management for schedule adjustments, accurately assess data and information to maintain schedule adherence records.

Ensure the accurate entry of exceptions within applicable workforce planning system and provide trend assessment.

Audit timecard entries for accuracy and align with exceptions captured by the workforce planning system.

Partner with leadership on timekeeping issues, accommodation tracking, occurrence tracking, and time management irregularities.

Effectively identify and communicate shrink trends, may communicate lack of alignment in scheduling or adherence procedures.

Identify and resolve incoming WFM mailbox requests to effectively resolve schedule- or adherence-concerns, identify trends, and critically think through resolution for process improvement needs.

Effectively allocate vacations for a workforce population and make decisions on vacation allotment needs.

Create, load, and update shifts and schedules into workforce planning system.

Effectively assess and optimize schedule breaks and lunches to support business needs.

Audit and elevate schedule impacts to WFM leadership and analyst team for proper analysis.

Act as first line of support across multiple Customer Service Systems.

Job Specifications

• Two to four years of general call center experience.
• General knowledge of telephone, database, and intranet systems.
• Proficient with word processing and spreadsheet applications.
• Strong communication and interpersonal skills.
• General knowledge of workforce management principles and procedures.
• Efficient user of Microsoft Office Outlook, Excel, and Word.
• Experience working in a shared services environment.
• Demonstrated flexibility to work in a fast-paced environment.
• Strong critical thinking, problem identification, and problem-solving skills.

Working Conditions

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

For roles that are remote (i.e., Work From Home (WFH)) or hybrid (i.e., partial onsite at a VSP location and WFH), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment.

Compensation

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please.

Salary Ranges: $17.85 - $28.88

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.