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Scheduling Coordinator - Rentokil in Wyomissing, PA at Rentokil North America

Date Posted: 12/4/2018

Job Snapshot

Job Description


 
Scheduling Coordinator
 
Purpose of Position
 
The Scheduling Coordinator is a key strategic position focused on the adequate planning and tracking of employee time and attendance.  They will be responsible for creating, publishing and maintaining schedules for all Customer Service Representatives in support of excellent customer service, financial efficiency and colleagues work life balance.  This includes accurate reflection of current shift hours and rotation, planned off phone activities such as team meetings, trainings, holidays, vacations, system issues, unplanned absences, and more.  The Scheduling Coordinator will have ownership over shift bidding, extra hours & overtime bidding, backfill, identifying and filling coverage gaps, and off phone planning.  This includes leadership over the tracking and administration of the attendance policy within the Customer Service Center. 
Primary or Key Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:
  • Communicate with internal colleagues via phone, chat & email.
  • Maintain all CSC shift positions, filled and vacant.
  • Utilize WFM scheduling software to accurately account for colleagues scheduled work time.
  • Process schedule exceptions within the WFM software.
  • Retrieve WFM attendance line voicemails, update schedule and track attendance.
  • Process time off requests compliant with department policies and procedures.
  • Track attendance for all CSC colleagues.
  • Manage the optimization of scheduled breaks & lunches in WFM software.
  • Determine vacancy and recommend shifts for new hire classes.
  • Planning, offering, and assigning overtime when needed to meet staffing requirements (Mandatory & Voluntary).
  • Generate colleague schedules within the WFM software.
  • Maintain colleague database to accurately track and reflect current CSC head-count and status.
  • Manage and execute schedule bidding process, offering new shifts to all colleagues per established guidelines, when entering peak and non-peak season.
  • Create a schedule for routine meetings (monthly supervisor team meetings, weekly huddles, etc.).
  • Process terminations in WFM software; update tracking, removal of license in software, etc..
  • Manage the WFM email inbox, addressing and handling of schedule changes and escalating when outside of established guidelines.
  • Maintain adherence to policies for attendance, adherence, and established procedures.
  • Assist with other office duties as assigned.
 


Responsibilities

 
Competencies:
  • Service
    • Passionate about delivering excellent service to every customer.
    • Keep promises.
    • Do what they say they will do to delight customers and achieve our goals every day.
    • Understand the customer better than anyone.
    • Ensure all activities and decisions make life better for customers.
  • Relationships
    • Value productive, long lasting relationships with our colleagues and customers.
    • Communicate well.
    • Keep colleagues and customers informed about changes that affect them.
    • Listen to people’s needs and concerns, and act on what is concerned.
    • Honest, focused and straightforward in conversations.
  • Teamwork
    • Work together to deliver great results.
    • Support colleagues.
    • Treat colleagues with respect and recognize everyone has an important contribution to make.
    • Trust colleagues to take ownership of and effectively manage customer relationships.
    • Make sure colleagues have the support, tools and training to do their job well.
Education
Degree/Diploma Obtained
Program of Study
Required/Preferred
High School Diploma or GED
Bachelor’s Degree
 
 
Required
Preferred
 
Experience
Years of Experience
Type of Experience
Required/Preferred
1+ years
2-4 years
Contact Center Experience
Workforce Planning / Scheduling
Verint Workforce Management
Calabrio Workforce Management
Required
Required
Preferred
Preferred
Essential Skills:
  • Read, write and comprehend written and spoken English to communicate effectively and professionally at all times.
  • Possess a strong familiarity with call center environment.
  • Possess service orientation with desire to make a positive impact on all colleagues.
  • Successfully work in a team environment.
  • Able to multitask in a fast-paced environment.
  • Exceptional organizational skills.
  • Be self-motivated.
  • Basic knowledge of Microsoft Office Suite 2007 or later, especially Excel, Word, and PowerPoint.
  • Have knowledge of Google Suite, especially Google Drive and associated programs frequently used at Rentokil North America.
 
Certifications & Licensures
 
No licenses/certificates are required for this position. 
 
Working Conditions
This is a full-time position.  It is an essential function of this role and integral to the position’s success that the person performing the role must be able to work the required days and hours for the position, which may include mandatory overtime due to business needs, especially during the peak seasons of the business.
Work Schedule:  The Scheduling Coordinator will report to an office. This job tends to have regular office hours but may have extended hours due to business needs.  Days and hours of work are Monday through Friday, 7:00 a.m. to 9:00 p.m. If you are to work on a Saturday the hours are 8:00 a.m. to 5:00 p.m., and occasional Sunday work is required by the busy season of the business.


Additional Information

We are Proudly an Equal Opportunity Employer!
EOE AA M/F/Vet/Disability
 
Link to Federal employment poster:
http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
 Pay Transparency Nondiscrimination Provision
https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf