Provide oversight of multiple leadership communication channels and supervisor team chats
Enter and manage requests from leaders in Verint Workforce Optimization, including: Approving or declining paid time off requests based on staffing capacity, Processing same-day schedule change requests, Entering overtime segments, Processing time off without pay requests
Process requests submitted through the centralized email inbox, including: Flexible schedule requests, Vacation buy-down paid time off requests, Natural disaster requests, Urgent governance requests, Future coaching requests, Overtime cancellations, Voluntary time off requests
Monitor, review, and enter scheduling exceptions documented in SharePoint
Assist with global and individual system issues, troubleshooting directly with the production and capacity support team
Coordinate and support learning management system training activities
Monitor real-time schedule adherence using Verint Quick View
Monitor staffing levels using workforce planning tools and report concerns as needed
Conduct biweekly meetings with supervisors to discuss reminders, trends, and employee recognition
Participate in supervisor team meetings to communicate reminders, provide process updates, and answer questions related to workforce and capacity planning

High School Diploma or equivalent required; Bachelor’s degree preferred
Minimum of one year of experience in a workforce or performance coordination advisor role
Must be a current participant in the Emerging Centralized Business Coordination program
Strong business acumen with the ability to multitask in a fast-paced environment
Strong proficiency in Microsoft Office products, including Microsoft Excel, with the ability to create and generate spreadsheets
Strong analytical skills with the ability to analyze data, identify potential problems or opportunities, and recommend and implement solutions
Excellent verbal and written communication skills, including the ability to explain complex or technical topics clearly, communicate effectively with individuals and groups, and actively listen
Demonstrated ability to act with speed and purpose
Detail-oriented with strong organizational and relationship-building skills
Experience coaching peers preferred
Demonstrated ability to positively embrace and adapt to change

Senior Customer Service Representative

Key skills