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- Responsible for planning and forecasting staffing requirements for the Universal Guest Contact Center, with the goal of meeting established Service Level goals. Responsible for managing the GCC’s cost as it relates to staffing and efficiency. Analyze real time and future call trends, build optimum work schedules for Universal Guest Contact Center Team Members. Liaison with management and frontline work groups to ensure efficiency gains are realized while balancing the scheduling needs of the front-line staff.
- Responsible for maintaining all associated databases and reports needed to manage shift, vacation, holiday, and seasonal schedules. Track adherence to schedules. Responsible for evaluating and maintaining data in any manpower planning systems used to manage employee schedules.
- Manage the production of the weekly GCC schedules through direct management of the Scheduling Specialist. Develops and communicates employee schedules on a weekly basis to all staff. Processes and approves time off requests in accordance with company policy. Creates staffing plan using call volume, average / standard call handling times and availability of staff. Notifies all department management team of staffing changes and potential staffing shortfalls to plan accordingly. Adjusts daily shift schedules and make reassignments of head counts to compensate for staff tardiness and absenteeism.
- Responsible for the direct supervision of the WFM team (real time adherence and scheduling specialists).
- Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
- Performs other duties as assigned.
- 3+ years call center workforce management and planning experience.
- Strong PowerPoint and presentation experience.
- Previous Project Management or Task Force Participation are key to success; or equivalent combination of education and experience.
Your talent, skills and experience will be rewarded with a competitive compensation package.
Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
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