WFM Schedule Administrator

What We'll Bring:

Assistant administrator to the WFM Schedulers for end-to-end schedule cycle

What You'll Bring:

Duties include:

• WFM systems management: maintaining the employee profiles for correct WFM tool setup with cross reference to agent skill-sets
• Maintain accurate call volume, average handle time, arrival patterns, staffing, requirement calculations, etc…
• Assist Scheduler for patterns of change requirements to ensure consistent interval coverage and performance standard
• Scheduling
• Monitor and track all aspects of the planning cycle to support Global WFM, Geo WFM and Operational Stakeholders with all WFM aspects
• Assist scheduler to provide: Consistent interval performance.
• Maintain schedule integrity to promote business objectives being met
• Analytics
• Review of daily performance providing recommendations to scheduler
• Previous week and previous month analytics
• Monitor performance controls and measurements for on-site activities
• Realtime management aspects and oversight of site performance toward contractual SLA’s
• Assist scheduler for weekly IDP schedule data, analytics and callouts
• You also be required to perform additional, affiliated and reasonable duties, related to the role and the tasks described above.

Impact You'll Make:

Working Hours

• The role currently supports United States operations and requires coverage for:
• Work may be required on local Public Holiday where local and United States do not align.
• There may be scope to extend duties to other geographical locations at TransUnion’s discretion, and with the appropriate arrangements and notice:
• This means your shifts may extend beyond United States Operational Hours.
• Should such an instance arise flexibility will be required
• Regular weeks are 5 days a week: These days may fall over a weekend (Saturday/ Sunday) and will be scheduled in advance as per Shift Roster
• Based on Operational Need; the Work Off days may not be consecutive
• Shift Work: You are required to work shifts as TransUnion considers necessary to meet TransUnion’s operational requirements.
• Shifts will be rostered by you supervisor and your shift schedule will be shared in advance. Shifts may rotate monthly within the team. Adequate notice will be provided when changes are made. Shift hours and shift rostering is at the discretion of TransUnion and may be amended from time to time, with the requisite notice. The role requires flexibility in this regard
• Shift duration: Each day’s shift is a 9hr shift with one hour for a meal/ rest break
• Rest breaks are as per team schedule. In addition to the agreed working hours, you undertake to work longer periods, if required, in response to operational requirements and the specific requirements of your position. All attempts will be made to provide reasonable notice of this required time.
• Conflict of Interest: At all times you undertake that TransUnion will be your primary career objective. Should any other commitment influence your ability to provide primary performance, you are to: Disclose such commitments at interview stage; Disclose such commitments during employment should these arise after you are appointed.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.