Scheduling Coord, Credit-Remote

Responsible for administering intraday workforce management processes in support of operations to achieving daily business KPIs. Maintain trust across our inverted leadership pyramid, through timely, accurate reports on intraday performance, impacts to KPI goals, and actions needed and taken to meet our daily goals.

Nordstrom is able to offer remote employment for this position in the following states: Arizona, California Colorado, Illinois, Nevada, North Carolina, Texas, Utah and Washington

A day in the life…

• Position will be responsible for tasks in both scheduling and intraday, demonstrating the ability to be able to prioritize workload.

• Execute on workforce management playbook to deliver on planned performance

• Identify Root Causes for service and occupany failures to take proactive mitigation measures based on data trends. Anectdotal data is not acceptable.

• Monitor real-time adherence to schedules for our care center associate. This includes, and is not limited to, outages, staff shortages, and unplanned events.

• Monitor, action, and report on intraday service level to deliver a balanced customer experience

• Monitor, action, and report on intraday occupancy to provide a balanced employee experience

• Partner with floor managers to address any deviations from schedules including lates, leave early, absenses, etc.

• Track, update, and maintain approved real-time agent activites in our scheduling tool

• Field real-time request for offline events based on over/under position of tactical staffing.

• Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.

• Make adjustments to ACD and/or CRM profiles as needed

• Attend/Lead weekly and daily staffing review meetings with operations management and other workforce disciplines.

• Manage associate call-in line or WFM mailbox and update schedules to reflect associate attendence events.

• Demonstrates ability to add/modify/smooth schedule shrinkage per requirements of request or task.

• Demonstrates ability to stripe/replace coverage for channel specific requirements or back-office thresholds as defined by leadership.

• Demonstrates ability to identify channel coverage gaps and collaborates with key stakeholders to mitigate risk.

• Demonstrates ability to maintain schedules to department standards by using the correct segments, scheduling structure, and adhering to all company guidelines for staff scheduling.

• Demonstrates ability to update Group Allowance Balances and Staffing Tolerances as directed.

• Demonstrates critical thinking skills by being able to identify trends and make suggestions that help ensure objectives are being met.

• Stay current on internal policies and procedures.

• Perform other duties and assignments as directed.

Minimum requirements:

• 2+ years of solid call center experience or 1+ year workforce management experience.

• 1 year’s Experience working with one or more workforce management systems such as Alvaria(Strongly desired), IEX, or Verint.

• Ability to plan, prioritize and organize effectively / detail-oriented.

• Demonstrate flexibility to adapt quickly to departmental changes and conditions.

• The ability to interact effectively with all levels of our inverted pyramid

• Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.

• Ability to work in a team oriented environment includes shared responsibilities.

• Abiliy to meet deadlines.

• Occasionally required to work weekends and outside of standard office hours to achieve seasonal project deliverables.

You own this if you have…

• Great written and verbal communication skills

• Proficient skills with time management

• Self-motivation to learn and apply new information quickly, work independently, and take initiative.

• Expertise in MS Office and other related applications.

Preferred Qualifications:

• Bachelor’s degree preferred and/or recognized equivalent work experience.

• Two years of solid call center experience or one year of workforce management experience required.

• Experience in a fast paced, high-pressure office envirnoment.

• Previous experience with ACD reporting desired

• Ability to supply dual monitors to support role requirements a plus.