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Workforce Scheduling Associate - Network Oper Ctr

Location: Columbus, OH, United States - Network Oper Ctr 5555 Scarborough Blvd
Job ID: 1087811
Customer Care Hourly Positions
Job Type: Full-Time
Date Updated: Jun 23, 2020

General Description

JOB PURPOSE:

The Workforce Scheduling Associate will utilize staffing requirements to produce associate schedules that ensure the Customer Care Center is staffed to economically handle specified contact volumes.

 

REPORTS TO:

KEY PARTNERSHIPS:

CCO Supervisors

 

 

KEY RESPONSIBILITIES FOR THIS ROLE:

Responsibilities:

REQUIRED QUALIFICATIONS:

  • Requires a minimum of 6 months call center experience
  • Must be proficient in Microsoft Excel, Word and other Microsoft PC programs including Outlook E-mail
  • Must possess strong attention to detail and ability to work independently
  • Must possess strong interpersonal and communications skills
  • Ability to organize and prioritize several assignments at one time with minimal supervision
  • Ability to use arithmetic with accuracy and reasonable speed
  • Ability to communicate well with leadership and team members
  • Ability to maintain strict confidentiality as needed
  • Ability to adhere to deadlines, adjust to change, prioritize, and multitask

PREFERRED QUALIFICATIONS:

  • Prior experience using Workforce Management/Staffing applications (experience with Calabrio WFM is a plus)
  • Prior experience scheduling for customer contacts centers

 

 

COMPETENCIES NEEDED TO PERFORM EFFECTIVELY IN THIS ROLE:

 

 

 

   

 

  • Drives for Results – Acts decisively and quickly, sets aggressive goals and takes appropriate risks, creates a culture of continuous improvement and actively search for ways to do more with less.

 

  • Applies Critical Thinking – Uses fact-based analysis to guide decision-making, applies critical thinking to develop options and consider impacts, demonstrates business expertise.

 

  • Executes with Excellence – Develops and prioritizes plans that help achieve Company goals, executes plans that are well-organized and efficient, delegates work effectively and communicates expectations to others.

 

  • Takes Accountability – Takes responsibility for excellent customer experiences, holds self and others accountable for actions, shows confidence when challenged and will do the right thing even when it’s hard.

 

  • Embraces a Growth Mindset – Applies a growth mindset by seeing change as an opportunity to learn and grow, asks for and listens to feedback, proposes and takes action on new ideas.

 

  • Demonstrates Leadership – Fosters teamwork and motivates others to perform at a higher level, aligns goals and processes to create momentum, sets clear expectations and creates a culture of development through feedback and coaching.

Job Title: Workforce Scheduling Associate - Network Oper Ctr
Location: Columbus, OH, United States - Network Oper Ctr 5555 Scarborough Blvd
Job ID: 1087811

J.C. Penney Company Inc.
Plano, Texas

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