Canon Careers

  • Workforce Scheduling Analyst

    Location US-IL-Schaumburg | US-NJ-Burlington
    Company Canon Solutions America, Inc.
    Requisition ID
    22749
    Category
    Customer Service/Support
    Position Type
    Full-Time
  • Overview

    Provides outstanding service to internal customers (Agents, Supervisors, Managers, Senior Managers, Vice President, etc.). Responds to inquiries and special requests in a timely manner, ensuring maximized call center efficiency and effectiveness. Provides multi-level support to management in multiple service centers, including scheduling, forecasting, reporting, and analysis.

    Responsibilities

    - Monitors real-time queue and adherence reports to ensure service level and response time objectives are met.
    - Analyzes peaks in call volume, evaluates and responds to fluctuations.
    - Generates call forecasts with aim to optimize service levels and abandon rates.
    - Partners with call center leaders to facilitate shift bids.
    - Partners with management to administer workforce management application and to maintain product relationship with vendor.
    - Ensures maximum utilization of existing technologies to support efficient distribution of traffic and use of staff.
    - Communicates inter-day planning for contact centers to coordinate scheduling segments of time off phones.
    - Tracks the impact to service centers of system downtime and existing support issues to assist with planning for future down time.
    - Generates and analyzes reports to update management regarding call metrics.
    - Coordinates Paid Time Off bid process to balance personnel needs and staffing needs.
    - Builds and updates data in systems needed to support contact centers to maintain current database information.
    - Maintains and adjusts call skill assignments in contact centers to maintain balance of staffing.
    - Creates and updates procedure manual for dispatch personnel to ensure accurate and up-to-date training is received.
    - Facilitates system training for new hires and management to educate on tracking and scheduling systems.
    - Provides monthly reporting to management to support staffing needs.

    Qualifications

    - Bachelor's degree in a relevant field or equivalent experience required, plus 3 to 5 years of related experience.
    - Experience working with automated workforce management software applications required (ie. NICE, Calabrio, Monet, TeleOpti, Verint, etc).
    - SQL query writing experience and/or database creation/management skills preferred.
    - Must be able to perform in stressful situations and with short deadlines to completion.
    - Must be comfortable engaging with senior leaders of call center.
    - Strong verbal and written communication skills.
    - Proficient in MS Office, strong attention to detail, organized and able to multitask.
    - Ability to problem solve and handle escalations.
    - Must be able to work wide variety of work shift/schedules with short notice. On-call as needed.
    - Certifications from The Call Center School or Society of Workforce Planning Professionals desired.

    Company Overview

    About our Company - Canon Solutions America provides industry leading enterprise, production, and large format printing solutions, supported by exceptional professional service offerings. With the technology offerings of the Canon and Océ brands, Canon Solutions America helps companies of all sizes find ways to: improve sustainability, increase efficiency, and control costs in conjunction with high volume, continuous feed, digital and traditional printing, and document management solutions. A wholly owned subsidiary of Canon U.S.A., Inc., Canon Solutions America is headquartered in Melville, N.Y. and has sales and service locations across the U.S.

    Canon Solutions America offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, profit sharing, success sharing, educational assistance, recognition programs, vacation, and much more.

    We are an EEO/AA employer. Minority/Female/Individuals with Disabilities/Protected Veterans.

    If you are not reviewing this job posting on our Careers’ site csa.canon.com/careers, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at csa.canon.com/careers.

    #CSA

    Posting Tags

    #LI-KG1 #CSACB

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