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For your reference, we have included the original job posting below.
Scheduling Specialist
Job Number:
38494675
Company Name:
Blackbaud
Job Location:
Charleston, SC US
Job Category:
Information Technology
Scheduling Specialist
Job Descriptions:
Manage all aspects scheduling for the Contact Center. This includes daily monitoring of, and adjustments to Support staff phone schedules to maximize efficiency and improve service levels.
Duties and responsibilities include but are not limited to the following:
-Monitor the Support Schedule folder and phone line, responding to the scheduling needs of Support in a timely manner, and effectively communicating with stakeholders. -Make schedule adjustments in scheduling software, ensuring accuracy on all changes. - Enter schedule exceptions from the previous day into scheduling software and run macros and exports as needed. (What kinds of macros and why?) - Balance, check, and post daily and weekly schedules for Support. -Generate late shift schedules for Support teams. -Work with other departments on scheduling needs for Support staff. - Monitor Intraday Performance in scheduling software for service level and forecasted volume, and react as needed to ensure optimal phone coverage. This includes communicating effectively with the Product Support managers when needed. -Meet with the Product Support managers regarding their scheduling needs and effectively communicate operational procedures. -Monitor the Escalation-Support folder and phone line, processing all client escalations in a timely manner to the appropriate team or manager. -Serve as a backup as needed for other Operations positions, including the Support Operators. -Ensure internal and external procedural documentation is updated regularly. Required Experience:
-Effective oral and written communication -Troubleshooting -Records maintenance -Multi-tasking -Excellent attendance record -Ability to work as part of a team
Preferred but not required: -Experience with contact center operations and reporting -Experience with Verint eWFM scheduling software -Excel intermediate skills Keyword: Scheduling Specialist From: Blackbaud
The opportunity number you have entered is either no longer available or does not exist. You can use the job search box below to find other jobs matching your desired criteria.
