Office - Scheduling Specialist

Job Location:

Job Description:

Universal Orlando® Resort is a universe of opportunities for people who have a lot to offer. It takes a special kind of person to work at Universal Orlando. An individual who knows how to be part of a team. Someone with a sense of fun who's serious about their work. A person who knows it doesn't take magic to put a smile on a guest's face... it takes hard work, dedication, knowledge and just the right amount of Universal attitude. Whether you're serving food, working in an office, maintaining equipment, performing in costume or operating a ride, you won't just be 'doing a job.' You'll be creating memories for our guests that will last a lifetime. Are YOU that kind of person?

It is our goal to be the #1 entertainment destination in the world, and we need great communicators to help make that a reality. Scheduling Specialists are responsible for monitoring call distribution systems and real time adherence systems on a continuous basis to maintain performance objectives of the call center.

Scheduling Specialists at Universal Orlando are responsible for:

• Monitoring call distribution systems and real time adherence systems on a continuous basis to maintain performance objectives of the Guest Contact Center (service level, average speed of answer and occupancy).
• Interacting continuously with leadership on duty providing information regarding team members who are out of schedule adherence and the real time performance of the Guest Contact Center as a whole.
• Making real time adjustments to intra-day staffing to ensure the most efficient use of labor while meeting performance goals.
• Communicating with the Guest Contact Center’s stakeholders regarding the intra-day performance of the call center (report distribution and explanation).
• Developing the daily resource plan optimizing seat utilization and assesses the availability for on the spot recurrent training or unscheduled meetings.
• Understanding and actively participating in Environmental, Health & Safety responsibilities by following established Universal Orlando policies, procedures, training, and Team Member involvement activities. 
• Performing other duties as assigned

To perform the role of a Scheduling Specialist successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Consistent attendance is a job requirement.
• Associate’s degree (AA) or equivalent from two-year college or technical school preferred. Two to three years in a contact/call center experience; One year of data gathering and recording experience preferred or equivalent combination of education and experience.
• Knowledge of call center systems- Avaya CMS, IEX Workforce Management, IEX Real Time Adherence, Outlook, and Excel preferred.
• Ability to write reports, business correspondence, and procedure manuals. 
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to compute rate, ratio, and percent and to draw and interpret spread sheets.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

The physical demands described below are representative of those that must be met by an individual to successfully perform the essential functions of the Scheduling Specialist job.

• While performing the duties of this job, the individual is regularly (1/3 to 2/3 of time) required to sit, talk, or hear.  The individual is frequently required to use hands to finger, handle or feel objects, tools or controls; and occasionally (up to 1/3 of time) required to walk, and reach with hands and arms. 
• The individual must frequently lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

The work environment characteristics described below are representative of those an individual encounters while performing the essential functions of the Scheduling Specialist job.

• While performing this job, the noise level in the work environment is moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

If you are interested in this position and you have what it takes to be a part of Universal Orlando, click on 'Apply Now'. If not, please check out our Job Search to explore other opportunities within our universe. We regret that due to the volume of responses only applicants of interest will be contacted.

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Apply for this job at http://universal.contacthr.com/29359646