[Hiring] Workforce Planning & Attendance Coordinator @VSP Vision Care
Role Description
With supervision, perform a variety of duties related to attendance and record keeping:
• Monitor workforce management systems and timekeeping systems for accuracy.
• Schedule agents based on business needs and partner with management for schedule adjustments.
• Accurately assess data and information to maintain schedule adherence records.
• Ensure the accurate entry of exceptions within the applicable workforce planning system and provide trend assessment.
• Audit timecard entries for accuracy and align with exceptions captured by the workforce planning system.
• Partner with leadership on timekeeping issues, accommodation tracking, occurrence tracking, and time management irregularities.
• Effectively identify and communicate shrink trends, and may communicate a lack of alignment in scheduling or adherence procedures.
• Identify and resolve incoming WFM mailbox requests to effectively resolve schedule- or adherence-concerns, identify trends, and critically think through resolution for process improvement needs.
• Effectively allocate vacations for a workforce population and make decisions on vacation allotment needs.
• Create, load, and update shifts and schedules into the workforce planning system.
• Effectively assess and optimize schedule breaks and lunches to support business needs.
• Audit and escalate schedule impacts to WFM leadership and the analyst team for proper analysis.
• Act as the first line of support across multiple Customer Service Systems.
Qualifications
• Two to four years of general call center experience.
• General knowledge of telephone, database, and intranet systems.
• Proficient with word processing and spreadsheet applications.
• Strong communication and interpersonal skills.
• General knowledge of workforce management principles and procedures.
• Efficient user of Microsoft Office Outlook, Excel, and Word.
• Experience working in a shared services environment.
• Demonstrated flexibility to work in a fast-paced environment.
• Strong critical thinking, problem identification, and solving skills.
Working Conditions
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
Compensation
Salary Ranges: $17.85 - $28.88
Actual pay will be determined based on experience and other job-related factors permitted by law.
As a part of the compensation package, this role may include eligible bonuses and commissions.
VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.
Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.
As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.
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With supervision, perform a variety of duties related to attendance and record keeping:
• Monitor workforce management systems and timekeeping systems for accuracy.
• Schedule agents based on business needs and partner with management for schedule adjustments.
• Accurately assess data and information to maintain schedule adherence records.
• Ensure the accurate entry of exceptions within the applicable workforce planning system and provide trend assessment.
• Audit timecard entries for accuracy and align with exceptions captured by the workforce planning system.
• Partner with leadership on timekeeping issues, accommodation tracking, occurrence tracking, and time management irregularities.
• Effectively identify and communicate shrink trends, and may communicate a lack of alignment in scheduling or adherence procedures.
• Identify and resolve incoming WFM mailbox requests to effectively resolve schedule- or adherence-concerns, identify trends, and critically think through resolution for process improvement needs.
• Effectively allocate vacations for a workforce population and make decisions on vacation allotment needs.
• Create, load, and update shifts and schedules into the workforce planning system.
• Effectively assess and optimize schedule breaks and lunches to support business needs.
• Audit and escalate schedule impacts to WFM leadership and the analyst team for proper analysis.
• Act as the first line of support across multiple Customer Service Systems.
Qualifications
• Two to four years of general call center experience.
• General knowledge of telephone, database, and intranet systems.
• Proficient with word processing and spreadsheet applications.
• Strong communication and interpersonal skills.
• General knowledge of workforce management principles and procedures.
• Efficient user of Microsoft Office Outlook, Excel, and Word.
• Experience working in a shared services environment.
• Demonstrated flexibility to work in a fast-paced environment.
• Strong critical thinking, problem identification, and solving skills.
Working Conditions
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
Compensation
Salary Ranges: $17.85 - $28.88
Actual pay will be determined based on experience and other job-related factors permitted by law.
As a part of the compensation package, this role may include eligible bonuses and commissions.
VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.
Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.
As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.
Apply tot his job
Apply To this Job