Posted On: 2-16-2022
Position Title:  Scheduler, Customer Success
Job Location:  Scottsdale, AZ or remote
Apply Online:  https://www.nextiva.com/company/careers-listing.html?gh_jid=5872073002
Company Name:  Nextiva

At Nextiva, we create connected communication tools that help businesses stay in touch with their customers and teams. Over 100,000 companies rely on Nextiva for phone service and customer management tools. We’re not your parent’s phone company.

Founded in 2008, Nextiva took on the trillion-dollar telecom industry and succeeded in changing the game by making technology more accessible and affordable for everyone. Companies solve their toughest challenges using our VoIP innovations and signature Amazing Service®.

Today, Nextiva is the fastest-growing, privately held provider of cloud communications. We don’t study industry trends; we create them. Business leaders look to Nextiva to equip their teams in the office and while working from home. Nextiva is not just a tech company — we’re the backbone of the economy.

By joining our global team, you’re saying yes to an opportunity to be part of a tech company with massive growth potential and exciting opportunities ahead.

We’re actively looking for amazing people like you to join our team!

The Customer Success Scheduling Analyst is responsible for providing direct Workforce Management support for scheduling agents in the inbound contact center. It focuses on staffing levels and applies workforce planning techniques and concepts to improve outcomes. Planning techniques include schedule optimization, preplanning events (vacation, training, etc.), tracking and trending of shrinkage (absenteeism, off phone activities, etc.), staffing updates, schedule optimization, and processing exceptions.  This role will provide backup support to other workforce planning functions, and ongoing maintenance of the WFM Software, and other software applications as needed.

Summary

The Customer Success Scheduling Analyst is responsible for providing direct Workforce Management support for scheduling agents in the inbound contact center. It focuses on staffing levels and applies workforce planning techniques and concepts to improve outcomes. Planning techniques include schedule optimization, preplanning events (vacation, training, etc.), tracking and trending of shrinkage (absenteeism, off phone activities, etc.), staffing updates, schedule optimization, and processing exceptions.  This role will provide backup support to other workforce planning functions, and ongoing maintenance of the WFM Software, and other software applications as needed.

 

Key Responsibilities

  • Effectively utilizes scheduling software to develop and assign schedules and communicate with employees and/or leaders.
  • Demonstrates and articulates understanding of workforce management/centralized scheduling concepts relating to forecasting, capacity planning and scheduling.
  • Evaluate and analyze historical trends to make strategic and tactical operation plans related to staffing needs.
  • Conduct shift bids as needed.
  • Suggests schedule changes, optimization, and formulates recommendations for scheduling efficiencies.
  • Manage all non-production activities to ensure proper staffing levels are achieved to meet established service level goals.
  • Manage (Approve / Reject) time offs, schedule changes/swaps-based shrink goal for each site.
  • Ensure data integrity within WFM system.
  • Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and KPI’s.
  • Effectively communicates with leaders for assigned departments to stay abreast of changing business and staffing needs; maintains a consistent schedule for reviewing team schedules with each leader and obtaining approval prior to publishing.
  • Effectively tracks and communicates any software issues and downtime and reports issues to the Workforce Management Manager.
  • Work with the training department to coordinate up-training, new hire class training and nesting times, and any other activities that need to be scheduled.
  • Handles incoming calls and inquiries to the scheduling office and responds promptly.

Qualifications

  • 2+ years previous experience in a Workforce Management role as a Scheduler / Scheduling Analyst
  • 3+ years of experience in a contact center environment
  • Bachelor’s degree preferred or relevant work experience.
  • Excellent analytical skills with ability to identify trends and audit and synthesize data to provide concise reporting. Attention to details.
  • Experienced with WFM platforms (Five9 a plus), forecasting techniques and statistical knowledge (Verint, CMS, Blue Pumpkin, IEX).
  • Proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.).
  • Excellent communication and collaboration skills deployed to meet both leader and employee needs.
  • Excellent organizational skills and attention to detail to produce accurate schedules of employees within specific deadlines.
  • Ability to promote and manage change positively, identify and implement process improvement, optimize resources, and leverage automation and technology.
  • Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly, and confidently

So, why Nextiva? 

Nextiva is a trailblazer in the Voice over IP (VoIP) and Unified Communications as a Service (UCaaS) industries. We’re outpacing our competitors, and it’s an exciting time to join our team. If you’re looking to join a fast-paced tech company with massive potential, Nextiva is the place for you. Our 1,000+ team members worldwide embrace our promise of Amazing Service. We’re passionate about upholding our energetic culture of forward-thinking, caring, and simplicity. Nextiva seeks diverse individuals who share our values and vision to help take us to the next level. Nextiva provides an impressive benefits package and has a resilient company culture. Glassdoor named us one of the Best Places to Work in 2020 nationwide. Employees rate Nextiva a 4.9/5 on Comparably, and we’ve earned many more accolades along the way.

Help us redefine the future of business communications. Apply today!

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.