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San Diego California - $34/Hour Contract/Full Time Posted: Monday, 23 April 2018

Call Center Scheduling Specialist

Potential Contract to Hire


  • Responsible for creating cost efficient schedules that support forecasted call volume, KANA email, TTY, language line volumes and other contact center activities in a multi skill, multi site contact center and adhere to region specific union work rules and labor laws.
  • Maintains CSR skill inventory in workforce management system.
  • Schedules meetings and training as directed.

Major Responsibilities:

  • Creates and makes recommendations to workforce management team on long and short term staffing needs to achieve maximum efficiency of productivity, recommends operational improvements and develops shift bids.
  • Coordinates and schedules off phone activities to meet compliance requirements, business objectives, and ensuring performance standards are achieved.
  • Schedules and tracks completion of team meetings, trainings, team huddles, coaching sessions, side by sides and other offline work.
  • Ensures adequate staff scheduled by skill to achieve service level goals.
  • Maintain knowledge of union contracts and labor laws and responsible for vacation bid process and ensuring it is completed within contractual guidelines.
  • Maintains CSR skill inventory in workforce management system.
  • Creation of staff schedules based on forecasts provided
  • Creating schedules for new hires based on forecasts provided
  • Creating schedules for special events and holidays
  • Conducting schedule tests to ensure projected service levels will be met Recommending optimal schedules to meet business needs
  • Analyzing schedules to fit call curve due to attrition
  • Planning and executing Shift bids and Mini bids
  • Processing agent schedule change requests based on part time availability, medical limitations, and other unique situations
  • Optimizing breaks and lunches for short term schedules
  • Planning and scheduling future off phone events such as trainings, meetings, coaching, company events
  • Processing planned time off, overtime, comp time, and voluntary time off
  • Introduce creative schedules based on staff availability
  • Attend management meetings and effectively communicate the scheduling outlook
  • Conduct/participate service level planning meetings with contact center leadership, marketing and other delegates to review upcoming events and insure adequate coverage
  • Performs other related duties and assignments as required and as assigned by their Manager


  • BA/BS degree preferred, but not required, HS/GED required
  • 4 years in a multi site contact center scheduling role.
  • Must have excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
  • Knowledge of queuing theories and workforce forecasting and scheduling (eWFM, Verint/Blue Pumpkin), computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD).
  • Ability to communicate scheduling analysis, results, and recommendations effectively in management settings
  • Experience with contact center workforce management software preferred. (Preferably Aspect WFM)
  • Experience using Mainframe or personal computers and Microsoft Office applications.
  • Highly collaborative individual with ability to influence others and build strong professional relationships.

San Diego California, United States of America
Contract to Hire
May 2018
Enclipse Corp.
Lue Vraa
4/23/2018 8:04:32 AM

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