Nelnet

WFM Scheduling Specialist

US-NE-Lincoln - Telegraph 401
4 weeks ago(11/20/2017 4:00 PM)
Job ID
2017-5728
# of Openings
1
Category
Other

Overview

Manage all Workforce Management scheduling activities for multiple business lines.  Conduct extensive data and time analyses to facilitate proper call center coverage, training completion, required team meetings, and coordinate dialing campaign staffing.  Create and distribute multiple scheduling reports, adhering to strict time suspense requirements.

Responsibilities

  1. Ownership of daily scheduling requirements for 1,000+ customer interaction center agents located at two work site locations
  2. Leveraging information management software to effectively communicate with functional area personnel and leadership
  3. Design and build reporting tools based upon operational requirements and priorities
  4. Participate in the creation of forecasting models and determine scheduling impacts

Qualifications

EDUCATION:

Preferred: B.S. or B.A. degree in business management, computer science, statistics, or equivalent experience, and 2-4 years of experience in operations.

 

EXPERIENCE:

Experience in the use of standard business software applications, with an emphasis on SQL Server Management Studio (SMSS), and Microsoft® Excel. 

Preferred:  Working knowledge of predictive dialer and telephony systems in a call center environment, call center management software, and workforce management software.

 

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

  1. Intermediate Microsoft® Office Suite skills including Excel, Word, and PowerPoint
  2. Good working knowledge of predictive dialing and contact center telephony systems
  3. Effective communication skills and ability to interface with all levels of leadership
  4. Strict attention to details in reporting creation and distribution
  5. Excellent time management, organizational and work prioritization skills
  6. Ensure reduction of scheduling redundancies
  7. Complex problem solving abilities to facilitate call center staffing efficiencies

EEO Statement

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting.

Nelnet is a Drug Free and Tobacco Free Workplace.

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