Workforce Scheduler - Orlando Remote

About the position At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you. Under direct supervision of the Workforce Manager and/or Director, this position is responsible for creating, editing, and modifying schedules for multiple Marketing Call Center departments. Using current software or other approval means to publish and maintain accurate resources for the Marketing Departmental employees and usable reporting for the leadership staff. Communicates with supervisor and department leader’s areas of deficiencies in scheduling and plans to mitigate risks that may impact business objectives and financial goals. Keep abreast of cyclical shifts in owner support business as proactively schedules staff accordingly.

Responsibilities

• Effectively uses email and workforce management software to update published schedules, schedule changes, time off requests, overtime requests.
• Maintains excellent record keeping of agent schedules to track and report on attendance and payroll compliance.
• Assists with real time monitoring of schedule adherence & calls.
• Provides feedback on observations of workforce deficiencies to immediate supervisor with a full understanding of call center operations. Applies good judgment when making decisions as it pertains to workforce management.

Requirements

• High School diploma.
• Minimum of two (2) years of experience with workforce management/planning.
• Two (2) years of workforce scheduling or workforce management experience in a contact center or service-based environment
• Strong understanding of contact center or service-based metrics: service level, occupancy, shrinkage, adherence, AHT
• Advanced proficiency in Excel; ability to manipulate and interpret large datasets
• Demonstrated ability to manage competing priorities in a dynamic environment
• Strong communication and stakeholder management skills
• Experience participating in WFM system implementation or migration projects
• Understanding of forecasting methodologies and capacity planning principles
• Knowledge of labor compliance requirements affecting scheduling
• Direct experience using GENESYS WFM in The GENESYS Cloud CX (configuration, schedule generation, reporting)

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