Real Time Scheduling and Traffic Coordinator

Job Description

Real Time Scheduling and Traffic Coordinator
Immediate Full Time Opportunity!
Monday-Friday, Noon-9pm (flexible to train 8am-5pm)
Get started now - Send us your resume!
2558@kellyservices. com Attn: RTA-WFM
* Coordinate the distribution of work tasks to support call center representatives by reviewing intake center volume, productivity and patterns to optimize staffing levels.
* Monitor incoming call volumes and ensure distribution among representatives based on workload in order to meet all service levels and performance goals.
* Administer and track adjustments and changes to align data with the true outcome of the daily activities on the intake center floor.

Requirements

- Actively monitor call queues and adjust staffing requests.
- Assist supervisors in managing the schedule of different talent needs
- Provides ongoing internal communications with Intake Center leaders on load balancing and staffing requirements.
- Monitor & maintain Specialist adherence through the use of available systems.
- Participate in Quality Improvement initiatives and take required courses/training
- Process exceptions to time and workloads. Monitor attendance/Excused and Unexcused
- Process vacation and overtime requests.
- Compile and distribute workforce management reports and communications as needed.
The qualified candidate will be familiar with Skill-based telephone routing:
* able to manage multiple tasks
* work well under stress/pressure and deadlines
* organized with an emphasis on accuracy and timeliness
* excellent computer skills and use of Excel are required
* strong math ability
* flexible and adaptable
* comfortable speaking to small groups to disclose workforce trends
* learn new software quickly
* advanced problem solving, sound judgement, and critical thinking
* strong written and verbal communication skills
* able to interact with all team members: Entry level to Executive Staff
* Microsoft Office ability with great Excel skills
* One year experience working in a call center using work force management Real Time or similar software.
* Good work history and standing with Attendance and Performance.

Highlights

This is an exceptional workplace:
Convenient NW Indy location: West 71st St/Corporate Drive/I-465
Opportunities for advancement.
Team building experiences.
Full time position, with occasional overtime
Continuous learning and improvement environment
Work hours will be Noon-9pm, Monday-Friday
Conservative dress code (business casual & relaxed casual)
Join our team and enjoy the amenities, benefits and incentives!! Earn bonuses & MORE!!
Send resume to: 2558@kellyservices. com, ATTN: RTA-WFM
Kelly Services, Trader's Point shopping center: 6010 West 86th St, Suite 120, Indianapolis, IN 46278
2558. lr. WFM-RTA-Dept18