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Workforce Scheduler (work from home)

Company: American Red Cross
Location: San Jose
Posted on: November 25, 2022

Job Description:

Please use Google Chrome or Mozilla Firefox when accessing Candidate Home.By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the world's largest humanitarian network?**** As a condition of employment with American Red Cross, you are required to provide proof that you are fully vaccinated for COVID 19 or qualify for an exemption, except in states where it is prohibited by law. Accordingly, employment is conditioned on providing proof of vaccination or having an approved exemption prior to starting employment **** Join us-Where your Career is a Force for Good!Job Description:Why Choose Us?
As one of the nation's premier humanitarian organizations, the American Red Cross is dedicated to helping people in need throughout the United States and, in association with other Red Cross networks, throughout the world. We depend on the many generous contributions of time, blood, and money from the American public to support our lifesaving services and programs. At the American Red Cross, you will enjoy a collaborative work culture committed to the diversity of our people, programs, and services. If you share our passion for helping people, join us in this excellent career opportunity. Work where your career is a force for good.
At the American Red Cross, you have a direct impact on a meaningful mission. When you join our team, you can help save lives every day. You'll be part of a like-minded team that shares a passion for making a difference and a work environment that supports growth, learning, and succeeding.We are currently seeking a (Remote) Full-Time -Workforce Scheduler. This position can work from any location in the United States and will work 5 days a week, including rotating Saturdays. This position will include variable work hours between 8:30am -9:00pm Eastern.The salary range for this position is $55,700-$74,200. Note that the American Red Cross sets salary ranges aligned to a specific geographic location in which the work is performed. The stated salary range in this posting is an average. The specific salary information will be shared at the time of phone screening based upon your location and qualifications.What You'll Do: Reporting to the Manager, Workforce Forecasting, the Workforce Scheduler defines the required work schedules for Training Services Service Agents to ensure adequate coverage for handling incoming sales calls, based upon historical call arrival patterns. The Workforce Scheduler is responsible for achieving optimum staffing levels for the customer service operations to meet performance, production, and cost targets. This position monitors Service Agents' compliance with operational procedures and prepares performance reports. The Scheduler makes real-time adjustments to direct calls to available Service Agents, as needed.Responsibilities:

  • Creates weekly staff schedules in accordance with approved timeline requirements and staffing standards for customer service operations based on overall staffing capacity.
  • Analyzes and develops weekly recommendations forscheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to meet customer service operational metrics
  • Creates tracking reports for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
  • Maintains holiday and seasonality call volume patterns to incorporate into forecast to ensure staffing coverage.
  • Manages and minimizes OT requirements.
  • Uses software to optimize scheduling.
  • Makes Servicing skill adjustments as necessary to meet overall customer service operational KPIs including: % answered, abandonment, service level and AHT performance metrics.
  • Creates reports and performance dashboards based on historical data and forecasting results from workforce systems.What We Need From You: Qualifications:
    • Bachelor's degree
    • Minimum 3 years of related experience or equivalent combination of education and related experience required.
    • Experience developing call volume forecasts and creating call center agent schedules using software program designed for workforce scheduling (e.g. Avaya's IEX TotalView Workforce Management software) for call center operations
    • Experience managing real-time agent staffing by skilling call center agents to achieve call-center operational performance metrics.
    • Knowledge of call-center routing, IVR platforms and functionality preferred.
    • Proficient with Microsoft Office Suite or related software.
    • Ability to problem solve and work in fast-paced environment.
    • Ability to work on a team.Essential Functions/Physical Requirements:
      Must be good verbal and written communicator. Must have very good home-based internet connectivity. Depending on work assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of up to 20 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read technical information. Overall mobility is essential.May include sitting for long periods of time, driving a vehicle and working under challenging conditions.
      What's In It For You?We take care of you, while you take care of others. As a mission-based organization, we believe our team needs great support to do great work. Our comprehensive benefits help you in balancing home and work. With our resources and perks, you have amazing possibilities at the American Red Cross to advance the learn.
      • Medical, Dental Vision plans
      • Health Spending Accounts & Flexible Spending Accounts
      • PTO + Holidays
      • 401K with 4% match
      • Paid Family Leave
      • Employee Assistance
      • Disability and Insurance: Short + Long Term
      • Service Awards and recognition
        Commitment to Your Health & Safety-COVID-19:
        The American Red Cross requires all new hires be vaccinated against COVID-19 as a condition of employment. This means that all individuals working for the organization must be fully vaccinated against COVID-19 by the start of their employment OR have begun the vaccination process prior to their start date. Upon being offered a position, individuals will be required to submit proof of vaccination. If you are unable to be vaccinated due to medical or religious reasons, you may qualify for an exemption. If seeking an exemption, you will be required to submit documentation and your request must be approved prior to hire.Diversity, Equity & Inclusion
        The American Red Cross aspires to be an organization fully committed to diversity, equity, and inclusion by creating and maintaining a diverse, high-performing workforce of employees and volunteers who reflect all communities we serve; by cultivating a collaborative, inclusive and respectful work environment that empowers all contributors; and by leveraging diverse partnerships - all of which helps to ensure culturally competent service delivery supported by effective community leadership and engagement. The Red Cross supports a variety of cultural groups for employees and volunteers. From our Latino Resource Group, Umoja, Asian American & Pacific Islanders, and Red Cross Pride, to the Ability Network, Veterans+ and our Women's Resource Group, these networks provide connections, mentoring and help give voice to important concerns and opinions.*LI-POSTApply now! Joining our team will provide you with the opportunity to make a difference every day.The American Red Cross is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

        Interested in Volunteering?Life's emergencies don't stop, and neither do American Red Cross volunteers, who represent more than 90 percent of our workforce to help prevent and alleviate human suffering. You can make a difference by volunteering in a position that appeals to you and allows you to use your unique skills and talents. The Red Cross relies on generous volunteers who give their time and talent to help fulfill our lifesaving mission.Visit to learn more, including our most-needed volunteer positions.To view the EEOC Summary of Rights, click here: Summary of Rights

Keywords: American Red Cross, San Jose , Workforce Scheduler (work from home), Other , San Jose, California

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