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 assessment

Audit timecard entries for accuracy and align with exceptions captured by the workforce planning system

Partner with leadership on timekeeping issues, accommodation tracking, occurrence tracking, and time management irregularities

Effectively identify and communicate shrink trends, may communicate lack of alignment in scheduling or adherence procedures

Identify and resolve incoming WFM mailbox requests to effectively resolve schedule- or adherence-concerns, identify trends, and critically think through resolution for process improvement needs

Effectively allocate vacations for a workforce population and make decisions on vacation allotment needs

Create, load, and update shifts and schedules into workforce planning system

Effectively assess and optimize schedule breaks and lunches to support business needs

Audit and escalate schedule impacts to WFM leadership and analyst team for proper analysis

Act as first line of support across multiple Customer Service Systems

Job Specifications

Typically has the following skills or abilities:

Two to four years of general call center experience

General knowledge of telephone, database, and intranet systems

Proficient with word processing and spreadsheet applications

Strong communication and interpersonal skills

General knowledge of workforce management principles and procedures

Efficient user of Microsoft Office Outlook, Excel, and Word

Experience working in a shared services environment

Demonstrated flexibility to work in a fast-paced environment

Strong critical thinking, problem identification, and problem-solving skills

Working Conditions

The 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 alignment

Compensation 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 - $28.88

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.

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