Overview
Workforce Analyst & Scheduler Jobs in Eastborough – Kansas – USA at Kansas Turnpike Authority
Location: Eastborough
Job Description
Job Description
One opening available in either Lawrence, Topeka or Wichita.
Definition and Examples of Work
Resolve scheduling conflicts quickly and efficiently based on KTA policy.
Complete and manage schedule exceptions/adjustments for the CSC on a daily basis. Ensures the accuracy and timeliness of data. Make recommendations for staffing levels to optimize performance. Coordinate periodic review of call arrival patterns and metrics driving schedule performance (e.g. AHT, adherence, utilization, etc.) and making necessary adjustments to staffing and scheduling needs.
Oversee the Customer Service Center time off requests for all staff. Ensure the Customer Service Center maintains proper coverage through schedule adjustments to continue to meet department goals.
Maintain daily/weekly/monthly tracking of time off for all Customer Service Center staff.
Track all attendance occurrences for management.
Monitor all Real-Time and Intra-Day activities to ensure operational goals are met and accurately track and manage contact center schedule adherence.
Proactively work with management and training staff on all pertinent business issues, sharing responsibility for meeting service level and response time objectives across all contact channels. Forecast and schedule shifts, taking into consideration offline activities such as coaching, training, administrative activities and process changes that could negatively impact scheduling needs. Collect, analyze, and maintain statistical data to develop short/long range scheduling forecast for all entire Customer Service Center.
Provide root cause analysis regarding workload and service level performance to identify areas of opportunity for improvement.
Collect and audit all timesheets on a weekly basis to ensure accuracy of hours being paid and accuracy of time being coded to appropriate projects. Submitting temp timesheets on a weekly basis to appropriate temp agency.
Prepare daily/weekly/monthly and ad hoc reports and distribute to management.
Develops strong working relationships within the organization to ensure efficient and effectiveproblem solvingand issue resolution.
Maintain CSR skills and knowledge, which assists in schedule creation by understanding business needs.
Latitude and Impact of Position
This position works independently and as part of a team, including providing input andproblem solving. Negotiation and persuasion are used with internal customers. Decision making is typically done in accordance with established guidelines and in conjunction with the manager for more complex matters. Successful completion of job tasks impactscustomer satisfactionand external company image.
Work Environment
Thework environmentdescribed here is representative of the generalwork environmentfor the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Limited access office environment in which multiple employees work in an open workspace setting.
Must be able to focus with background noise and others talking in close proximity.
Office temperatures are standard and individuals may need to adjust for cold or heat per personal preference.
Must work without access to personal communications equipment such as cell phone, camera, tablet, etc. in accordance with KTA policy to adhere to data privacy standards.
QUALIFICATION
Required Knowledge, Skills, and …
Title: Workforce Analyst & Scheduler
Company: Kansas Turnpike Authority
Location: Eastborough – Kansas – USA
Category: Administrative/Clerical, Customer Service/HelpDesk
