Workforce Management Analysis - Full Time (Call Center)

Responsibilities

• Adjusts weekly schedules based upon forecasted contact volume and handle times.
• Approves and schedules time off and overtime based upon the active forecast and intraday.
• Affords and schedules time off and overtime based upon the active forecast and intraday.
• Affords and schedules time off and overtime based upon the active forecast and intraday.
• Affords and schedules time off and overtime based upon the active forecast and intraday.
• Affords and schedules time off and overtime based upon the active forecast and intraday.
• Affords and schedules time off and overtime based upon the active forecast and intraday.
• Affords and schedules time off and overtime based upon the active forecast and intraday.
• Affords and schedules time off and overtime based upon the active forecast and intraday.
• Affords and schedules time off and overtime based upon the active forecast and intraday.
• Maintains and distributes all departmental productivity reports based on data by agent, team, and/or department.
• Tracks statistics for all department pilots and projects.
• Maintains agent information within all departmental databases.
• Processes attendance, FMLA/LOA tracking and payroll to ensure timeliness and accuracy is at the highest standard.
• Create and distribute the WFM Daily Productivity report.
• Assist in moving call volume between all call centers.

Requirements

• High school graduate or equivalent required.
• Experience 1-3 years of contact center experience including 1-year customer service-oriented job experience.
• Familiarity with reporting and WFM software.
• Must be able to type.
• Must have a thorough knowledge of the WFM processes including scheduling and daily management.
• Excellent leadership, organizational, listening, interpersonal, analytical, written, and verbal communication skills required.
• Excellent, developmental and motivational skills are required.
• Must have good mathematical skills and a basic understanding of contact center and workforce management terminology and contact center productivity metrics.
• Able to work independently as well as with a team and take initiative, with minimal supervision.
• Must demonstrate an upbeat and positive disposition.
• Must be a highly motivated, proactive individual and independent thinker.
• Must be able to handle multiple tasks in a high volume, fast paced environment.
• Knowledge of computer, telecommunications functions and systems, customer service and telemarketing.
• Some knowledge of IEX or other scheduling software preferred.
• Intermediate level of Microsoft Office programs (Excel, PowerPoint, and Word).
• Some experience with forecasting for a small to large contact center.

Qualifications

Education Qualifications:

• High school graduate or equivalent required.

Skills

• Excellent leadership, organizational, listening, interpersonal, analytical, written, and verbal communication skills.
• Good mathematical skills and a basic understanding of contact center and workforce management terminology and contact center productivity metrics.
• Ability to work independently as well as with a team and take initiative, with minimal supervision.
• Upbeat and positive disposition.
• Highly motivated, proactive individual and independent thinker.
• Ability to handle multiple tasks in a high volume, fast paced environment.

About Us

About Us: At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework. Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”.