Call Center Operations Scheduler

Intuit - the makers of great products like TurboTax, Quicken and QuickBooks. Intuit is named one of the "100 Best Companies to Work For" seven years running, as well as America's Most Admired Software Company by Fortune Magazine.

The IMS division is a fast-paced, results-oriented business that provides electronic payment products and services to over 100,000 small businesses. IMS provides a broad array of payment services, delivers great customer service and creates an amazing employee experience.

We are seeking a Staff Planner to join our Team. Working in our fast-paced, call center environment, you will apply your leadership experience and analytical skills to provide analysis of Call Center Operations to reduce costs and increase customer satisfaction.

• Provide Call Center Managers with scheduling reports, Daily Activity reports,
• Create and manage Staff Groups within the eWFM system, utilizing a naming convention and archival process (could be a weekly task)
• Responsible for New Hire On-boarding
• Create and update Extra Employee fields to support the call center to manage employee information. Examples could be: Emergency Contact Person, Home phone numbers, Birthdays, etc) (Large task…for all call center employees) Updating and maintaining these fields could be a daily task).
• Update, key and maintain schedule segments (exceptions) for all agents (planned and real time). Clearly the largest task of the Planning Analyst. Exceptions should be keyed to maintain the integrity of reports, Real Time Adherence and eWFM and Empower data. This task will decrease with the full deployment of Empower; however will be a large ongoing task.
• Manage daily, weekly and yearly vacation administration process (Large task) performed via Empower
• Manage all schedule rebids (key schedule preferences, assign schedules and communicate results) Large task (Empower and Communication)
• Maintain and distribute 10-week rolling forecast Using forecast generated, prepares schedules to meet service level goals.
• Manages up to date schedule data
• Coordinates shift realignments
• Manages all shift changes
• May provide analysis for multiple skills, groups and locations

Qualifications

• Degree in Business, Mathematics or Statistics Preferred
• 2-5 years eWFM usage preferred
• Excellent Communication Skills: Verbal, Non Verbal, Interpersonal
• Strong analytical ability
• Proven problem solving skills and decision making ability
• Excellent organizational skills
• Ability to manage multiple projects from conception to completion within deadlines