Workforce Planning & Attendance Coordinator

With supervision, perform a variety of duties related to attendance and record keeping; monitor workforce management systems and timekeeping systems for accuracy. Schedule agents based on business needs, partner with management for schedule adjustments, accurately assess data and information to maintain schedule adherence records.Ensure the accurate entry of exceptions within applicable workforce planning system and provide trend assessmentAudit timecard entries for accuracy and align with exceptions captured by the workforce planning systemPartner with leadership on timekeeping issues, accommodation tracking, occurrence tracking, and time management irregularitiesEffectively identify and communicate shrink trends, may communicate lack of alignment in scheduling or adherence proceduresIdentify and resolve incoming WFM mailbox requests to effectively resolve schedule- or adherence-concerns, identify trends, and critically think through resolution for process improvement needsEffectively allocate vacations for a workforce population and make decisions on vacation allotment needsCreate, load, and update shifts and schedules into workforce planning systemEffectively assess and optimize schedule breaks and lunches to support business needsAudit and escalate schedule impacts to WFM leadership and analyst team for proper analysisAct as first line of support across multiple Customer Service SystemsJob SpecificationsTypically has the following skills or abilities:Two to four years of general call center experienceGeneral knowledge of telephone, database, and intranet systemsProficient with word processing and spreadsheet applicationsStrong communication and interpersonal skillsGeneral knowledge of workforce management principles and proceduresEfficient user of Microsoft Office Outlook, Excel, and WordExperience working in a shared services environmentDemonstrated flexibility to work in a fast-paced environmentStrong critical thinking, problem identification, and problem-solving skillsWorking ConditionsThe working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.For roles that are remote (i.e., Work From Home (WFH)) or hybrid (i.e., partial onsite at a VSP location and WFH), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignmentCompensation range for the role is listed below. Applicable salary ranges may differ across markets.Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.Salary Ranges: $17.85 - $28.88VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information. We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities. As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.Originally posted on Himalayas