Key Responsibilities:
- Review and update organizational changes, MU movements, and agility settings in IEX.
- Configure break and lunch patterns in IEX for optimal coverage. Incorporate holidays, early closures, and daylight savings adjustments when required.
- Review new hire headcount, start dates, and go-live timelines during periodic calls.
- Align schedules with short‑term forecasted requirements, considering variables like shrinkage and expected volume fluctuations.
- Incorporate factors like agent skills, availability, arrival patterns, and required service levels using Patterns/Daily/weekly rules in IEX.
- Create schedules in IEX that comply with labor laws, company rules, HR policies, union agreements, and agent-specific constraints.
- Identify scheduling gaps and collaborate with planning teams for optimal coverage. Review recommended shift counts weekly and create additional patterns to minimize staffing shortages.
- Monitor how well agents follow their schedules and provide insights for performance improvement.
- Coordinate with CP team to approve/deny waitlist and PTO requests in IEX for upcoming weeks. Apply future activities for PTOs and other off-phone tasks; ensure timely scheduling for activities with end dates.
- Collaborate with other departments such as Operations, Forecasting, and Scheduling to align workforce management goals with overall business objectives.
- Generate reports and metrics to track key performance indicators (KPIs) and provide insights for decision-making.
Desired Skills/Requirement
- Graduate with overall 8 + years of Contact Center experience and good communication skills.
- Minimum 3 years of experience in NICE applications – InContact & IEX and associated tools like CMS, Excel.
- Strong analytical and problem-solving skills with the ability to interpret complex data and make strategic decisions.
- Excellent communication and interpersonal skills with the ability to effectively communicate with stakeholders at all levels.
- Strong organizational skills with the ability to prioritize tasks and manage multiple projects simultaneously.
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What We Do
Ascensus helps millions of people save for what matters—retirement, education, and healthcare. We’re also one of the savings plan industry’s leading providers of outsourced services. Our technology, market insights, and business knowledge enhance the growth and success of our partners, their clients, and savers. Ascensus is the largest independent recordkeeping services provider, third-party administrator, and government savings facilitator in the United States. For more information, visit ascensus.com.
