Location: Multiple locations, United States
Date Posted: 10-18-2017
Position: RTA/Scheduler
Process: Workforce Management / Staffing
Location: Campbellsville, KY or Fort Wayne, IN
Intelenet Global Services is looking for a strategic thinking and highly motivated RTA/Scheduler!  Our RTA is the subject matter expert on all core workforce functions including budgeting, capacity planning, forecasting, scheduling and real time monitoring. They will complete these functions and ad hoc requests as needed and provide recommendations for process improvements to increase efficiencies.

Needle in a haystack spotting score (HIGH)     Crystal ball reading abilities (HIGH)     Zen master level (HIGH)
Position Summary:
  • This is an entry level Workforce Management position. Excellent skill with Excel is required
  • This position is responsible for providing and managing effective associate work schedules, reports, monitors, and makes adjustments to activity as it relates to the associate schedules
  • This position could require travel initially to one of our other sites for training for up to 2 weeks
  • Must be willing to travel
Minimum Qualifications (Education, Experience, Skills):
  • Previous experience in a call center
  • Excellent PC skills, including Outlook, Excel, Power point and Access
  • Some understanding of ACD systems and call routing
  • Some experience with workforce management systems
  • Verint Blue Pumpkin preferred or IEX and/or willingness to learn new systems
  • Ability to handle and prioritize multiple projects and tasks
  • Excellent written and verbal communication skills
  • Good organizational skills to meet deadlines in an environment of constantly changing priorities
Essential Duties and Responsibilities:
  • Enter and Generate reports to track agent performance (absences, meetings, reliability and other scheduling exceptions)
  • Work with associates and leaders to resolve scheduling issues and concerns
  • Prepare and analyze agent schedules in order to meet requirements in the most efficient manner possible within Intelenet scheduling guidelines, legal requirements, and other constraints
  • Analyze requests for alterations to the schedule and responds appropriately
  • Enter new or adjusted schedules
  • Help prepare and execute annual PTO and holiday bid requests
  • Ensure schedules are published within acceptable timeframes
  • Process requests for paid time off and responds appropriately with information and/or approvals
  • Monitor daily requirements and productivity, adjust schedules as necessary
  • Help analyze staffing trends and makes recommendations to management
  • Help Provide scheduling training for new associates
  • Help Conduct regular training sessions to ensure scheduling tools are being utilized to their fullest potential
  • Other duties as assigned
Please take time to apply today. We appreciate purposeful responses and look forward to reviewing your application further.
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